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- Research and recommend innovative and automated approaches for resolving systemic client-side issues
- Work with client facing support teams through Zendesk/Jira ticketing systems
- Work as a member of the operations team to ensure customer support stability and cohesion
- Perform debugging analysis and provide an engineered solution-based approach for resolving customer issues
- Work from a customer support ticket queue to investigate issues before escalating to engineering teams
- Design and develop tools to improve customer support’s effectiveness in first call resolution
- Design and develop tools to improve the troubleshooting process for engineering teams
- Configure and support Web and Application Serverless Technologies such as Docker, Lambda, Azure Functions, Azure websites, API Gateways
- Utilize Configuration and Automation Management technologies employed on platforms such as Ansible, Azure DevOps, and GitHub workflows.
- Perform debugging analysis and provide an engineered solution-based approach for resolution of issues
- Use and develop API endpoints
- Work with SQL and noSQL data-based technologies such as MSSQL, PostgreSQL, and Mongo, with a focus on basic troubleshooting and query abilities
- Develop scripts and applications in PowerShell, Python, bash, and other industry standard languages
- Work under pressure, pay attention to detail, meet deadlines, and deal with challenging situations while maintaining composure and professionalism
- Four-year college degree preferred or relevant experience
- Exposure to DevOps and Agile methodologies
- Experience with mainstream open-source technologies
- Advanced understanding of Linux and Windows operating systems
- Experience with database technologies (MSSQL, Mongo DB, PostgreSQL)
- Experience working in a hybrid environment with company infrastructure in a datacenter as well as cloud services (Azure / AWS)
- Experience providing solutions and automation development using industry standard languages (Python, PowerShell, bash, etc.) and source-code management methodologies (Git, SVN, TFS, etc.)
- Experience with RESTful APIs
- Strong analytical thinker and problem-solver
- Organized, detail-oriented, and able to multi-task
- Communicate clearly and professionally in both written and verbal form
- Maintain a high level of customer service with both internal and external customers
- Maintain a professional code of conduct, including professional language, actions, and attire
- Maintain confidentiality of matters pertaining to clients and co-workers
- Acknowledge and accept direction from company leadership
- Demonstrate willingness and desire to work and collaborate with clients, co-workers, and the general public
- Prioritize work and handle multiple tasks while working independently
- Work well under pressure, pay attention to detail, meet deadlines and deal with difficult situations while maintaining composure, professionalism, and a positive attitude
- Examine data analytically, showing excellent reasoning and problem-solving skills
- Commit to professional and personal growth
- Embrace a culturally diverse environment
- Adapt to change while conveying professionalism
- Work under pressure; pay attention to detail; meet deadlines; deal with difficult individuals while maintaining composure and professionalism
- Meet quantitative and qualitative performance expectations and requirements