Technical Support Engineer
About the role:
Working within the Support function, and in collaboration with other delivery teams, you will help enhance the success of our customer deployments and product utilisation. You’ll do this in both a proactive and reactive mode, where internally we work to enhance and address any potential problems and also to respond to customer queries or issues as they are raised.
This is a technical role but requires good teamwork and communication skills working across internal development and delivery teams, technical account management, and our customers. You will need to be able to articulate status in terms of delivery of support to customers, and also what is required from other teams to help you make your role successful. The work is mainly helping customers successfully utilise the StormHarvester product in helping them grow their supported network elements, make changes / updates / enhancements to existing configurations, and helping fix / address issues when they occur.
Responsibilities:
Customer Focus
- Understand customer configurations
- Monitor/Assess service against customer SLAs
- Pick up/Assign customer tickets
- Drive solutions to any issue/requests
Troubleshooting Issues
- Identify problems
- Resolve issues
- Documentation of issues/solutions and knowledge base updates
Deployment and Release Management
- Define and articulate Support requirements for the product
- Understand and support any smooth and efficient deployment processes.
- Help troubleshoot and resolve deployment issues in a timely manner.
Monitoring and Performance Optimisation
- Implement monitoring tools and practices to ensure the reliability and performance of infrastructure and applications in Operation.
- Identify and resolve performance bottlenecks and system failures.
- Automation of key tasks
- Identify and implement any process improvements
Collaboration and Support:
- Work closely with development, QA to support their infrastructure and deployment needs.
- Provide technical guidance and support to team members and stakeholders.
- Provide training to others on Support requirements, needs and methods.
Essential Criteria
- Degree level education in a relevant discipline or equivalent experience
- Minimum 4 years experience in a Support or developer role involving significant DevOps and/or Support responsibilities
- Experience in at least one of the main cloud technologies – AWS, Azure, RedHat, GCP, IBM Cloud
- Strong working knowledge of Linux
- Experience of building and implementing CI/CD pipelines including working with repos, build automation tools, build orchestration and environment automation. e.g. Jenkins, GitHub, GitLab, CloudFormation, Others
- Experience in implementing tools for logging, monitoring and alerting. e.g. Prometheus, Splunk, CloudWatch, Nagios
- An understanding or experience of high availability, business continuity and disaster recovery solutions in the cloud
- Strong interpersonal skills in communication with delivery teams and customers
Desirable criteria:
- Experience and understanding of InfoSec security (e.g. ISO27001/OWASP/Penetration Testing)
- Experience developing custom scripts in Python, Bash, PowerShell, GoLang or similar language
- Experience implementing cloud infrastructure and networking required to host services, including storage, firewall and network configuration
- Experience in deploying serverless functions e.g. AWS Lambda
- Cloud certifications
- Experience of Agile Scrum, Lean or Kanban using JIRA, or similar agile tracking tools
