Develop and refine strategy and process for all support issue tracking from intake through resolution in conjunction with senior members of the team
Job Summary
Develop and refine strategy and process for all support issue tracking from intake through resolution in conjunction with senior members of the team.
Contribute to, and occasionally lead, strategic discussions to continue the evolution of flexibility and sustainability of the entire product suite.
Partner with Level 1 support teams, DevOps, Engineering, and customers to inform decisions and implement improvements.
Matching Summary
Develop and refine strategy and process for all support issue tracking from intake through resolution in conjunction with senior members of the team.
Skills & Requirements
Must-have
support issue tracking
system architecture understanding
system monitoring and alerting
critical and high impact issue RCA
Nice-to-have
agile development environment
strategic discussion leadership
Key Requirements
Bachelor’s degree in computer science, computer engineering or related field, or relevant training. Or equivalent combination of experience and education.
3 years’ experience in technical operations support role.
3 years’ experience with enterprise cloud platforms.
Availability to work extended or off-cycle hours and participate in a 24/7 Site Reliability on-call rotation.
5 years’ experience in technical operations support role.
Experience with AWS.
Experience with APM tools such as DataDog, New Relic, Nagios and Splunk.