Systems Engineer - Cloud

Overview

Systems Engineer is responsible for providing superior support to our clients. As a front line contact, you will ensure that our products are working as intended, assist with complex technical solutions, and address technical questions. This may involve troubleshooting issues, investigating and reporting product bugs, and offering suggestions to maximize performance and product functionality. Solution Support Engineers will be expected to gain a rapid familiarity with our products to effectively troubleshoot and provide sound resolutions and/or recommendations.

A successful candidate must be able to thrive in a fast-paced environment, where they will be expected to contribute to the development of policies, procedures, and best practices. Internally, you will work closely with Development, QA, Product, and Solutions Engineering groups. As product bugs are discovered, you will be responsible for recreating, documenting, and escalating issues up through the company.

Additionally, you will provide solutions and feedback for continuous product improvement.

• Take ownership of customer issues reported and see problems through to resolution
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Provide prompt and accurate feedback to customers through to resolution
• Ensure proper recording and closure of all issues
• Prepare accurate and timely reports
• Document knowledge in the form of knowledge base tech notes and articles

Required Qualifications:

• Proven working 3+ years' experience in enterprise technical support
• Bachelor's degree, preferably in Computer Science, MIS or equivalent
• Experience with 24/7 on-call customer/system support
• Working knowledge of Windows/Unix/Linux systems, utilities and scripting
• Experience supporting multi-tier architecture from web, app to backend systems/databases.
• Experience with database queries SQL, Oracle, Posgress or similar
• Experience with observability/monitoring tools such as Dynatrace and Splunk
• Experience with ticketing tools such as Service Now, Jira, Sales Force or similar
• Proficiency in a scripting language (shell scripts, perl, ruby, or similar) a plus
• Experience with AWS and Kubernetes a plus
• Strong problem-solving skills and meticulous attention to detail
• Experience with incident management and problem management processes
• Experience managing PII/secure/sensitive data
• Must be a self-starter with a high degree of energy and be able to multi-task with ease
• Excellent client-facing skills with strong communication and interpersonal skills, both oral and written