Staff Engineer

Description:

Provide enterprise-level assistance to our customers and monitor applications deployed in AWS cloud environments. You will diagnose and troubleshoot software and hardware problems and help our customers in order provisioning. Take ownership of customer issues reported and see problems through to resolution. Actively monitor alerts & operational dashboards for availability, latency, performance and capacity. Write scripts for Automation of error handling & handle order fallouts. Research, diagnose, troubleshoot and identify solutions to resolve system, software and hardware issues. Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams. Diagnose and troubleshoot technical issues, including account setup and network configuration. Ask customers targeted questions to quickly understand the root of the problem. Track computer system issues through to resolution, within agreed time limits. Talk clients/vendors through a series of actions, either via phone, email or chat, until they’ve solved a technical issue. Properly escalate unresolved issues to appropriate internal teams (e.g. software developers). Provide prompt and accurate feedback to customers. Refer to internal database or external resources to provide accurate tech solutions. Ensure all issues are properly logged. Prioritize and manage several open issues at one time. Follow up with clients to ensure their IT systems are fully functional after troubleshooting. Prepare accurate and timely reports. Document technical knowledge in the form of notes and manuals. Maintain jovial relationships with clients.

Skills, Experience and Requirements:

Requires Bachelor’s degree (or foreign equivalent) in Computer Science, Information Technology, Economics, or a closely related field plus 5 years of experience in job offered or as Technical Support Engineer/Software Test Engineer. Also requires 3 years of relevant experience with/using the following (which may have been gained concurrently):

• Python and Bash scripting
• AWS
• Rally, SOAP UI, Java, C#
• SQL Server, Gitlab