Senior Support Engineer

Our Infrastructure and Support team is looking for an experienced Senior Support Engineer to improve and expand the support we provide to our growing number of projects. They will be focused on supporting customer requests via Jira Service Desk, primarily for our internal Product team as well as troubleshooting and solving minor issues, and triaging and escalating issues to the appropriate teams. This role is customer facing and will include support requests from the project community along with internal and external customers, with a focus on process management, and helping us streamline request management.

Responsibilities

● Support community members along with internal and external clients in various support queues ● Work with Product Team to understand how to diagnose common issues and determine the difference between user errors and application issues which require developer attention

● Monitor various status pages and alert internal teams and external clients and community members of any third party issues

● Create, maintain and update documentation for various support issues and runbooks.

● Analyze support queues to determine if there are any gaps in knowledge bases or request types and update as needed.

● Regularly report on outstanding and in progress issues to support and infrastructure team

Qualifications and Experience

● Bachelor’s degree in Computer Science related field or equivalent work experience

● 3+ years of relevant technical experience, preferably in highly secure, high availability environments

● Exceptional collaboration in a team environment

● Experience with Jira and/or Jira Service Desk or other Service Desks

● Experience with Confluence or other Wikis

● Understanding of DNS technologies and different record types

● Experience with AWS EC2, RDS, ELB, VPC, Lambda, API Gateway, DynamoDB CloudWatch, and Container technologies

● Experience with Serverless applications a bonus

● Experience with Git on Github or GitLab

● Shell scripting experience (Bash, Python)

● Excellent English communication skills, written and spoken

● Experience working in a highly visible support role

● Experience in working with widely distributed teams

● Experience working with open source projects