System Reliability Engineer - Level 2

Silk, is looking for an experienced Level 2 System Reliability Engineer to help us scale a rapidly growing business. At Silk, we are rewriting the rules of the cloud, together. Our product is unique and so is our culture. Every employee has a voice, is passionate about technology, and plays a role in our success. As a team, we are fun-loving disruptors.

Creativity, collaboration, and camaraderie empower us. We’re Silk, and what we’re doing here is capitalizing on the opportunity. Come build with us.

As a Level 2 System Reliability Engineer, you will be a member of a talented team that solves interesting and challenging technical issues for our customers. You will work directly with customers and internally with other engineers to debug, troubleshoot, and help resolve customer issues effectively and professionally.

You will also work with colleagues in our Customer Success, Cloud Infrastructure, and Development Engineering teams to implement and influence new offerings using Silk solutions and other supporting technologies. You will identify and drive product and customer experience improvements by providing insights in a well-articulated, data-driven manner that identifies the product/service challenges of our customers.

• Provide direct technical assistance with customers for operational tasks and technical issues.
• Independently investigate and troubleshoot customer problems to resolution.
• Perform corrective maintenance activities with customers involving the Silk software platforms.
• Collaborate with Global Support and Engineering on advanced issues.
• Provide product knowledge to customers for maximizing the use of Silk solution features.
• Manage customer cases/tickets including communication tracking.
• Write customer-facing knowledgebase articles.

• Strong team building skills working with an inclusive, global team is paramount.
• Excellent customer service skills and a customer-focused attitude.
• Strong problem-solving skills: troubleshooting, problem analysis, and resolution determination while using good judgment/decision-making abilities.
• Self-motivation and an ability to use initiative
• Strong written and verbal communication skills (spoken and written English is mandatory, but additional languages are a plus)
• Effective learning skills and the willingness to learn new things and adapt quickly.
• Strong multi-tasking skills
• Excellent organizational skills and attention to detail
• A genuine passion for technology and desire and aptitude to increase the technical skill level required
• Cultural sensitivity

• Knowledge of Linux operating systems

• Knowledge of LAN/WAN networking.
• Knowledge of MS Windows Server operating system
• Knowledge of Cloud Infrastructure
• Knowledge of enterprise storage fundamentals

• One year or more of experience working in a “customer-facing” role; technical support roles are preferred.
• Experience working in an on-site office atmosphere is preferred

Silk recognizes that talent and potential come in all forms and that years of experience does not guarantee on-the-job success or leadership potential. Our hiring process involves recognizing a person’s achievements, skills & knowledge, and passion; not just check-marks next to a job description. If you have an interest in any of our roles, please do not hesitate to apply - we would be happy to speak with you.

Silk makes it possible for organizations to cloud their way.

Helping organizations win in the cloud is what we do. Our culture is who we are. We are empowered. We are positive thinkers. We think boldly and always speak our minds. We go big, or we go back to the drawing board. We work together as one, but we push each other to the limit. We turn customers into believers, attempt the impossible and play to win, but always as a team.

These values have driven our growth and continue to fuel our aspirations.

We are headquartered in Needham, Massachusetts with offices in Israel as well as team members across the world. If you are excited to work in a fast-paced environment with a team that values agility, collaboration, curiosity, and…