Senior Engineer - Studio Operator - Technical Support Engineer
Job Summary
Job Description
Provide technical support for software suites including Cloud Platform, Analytics, OpenStack, and Conductor. Responsibilities include in-depth log debugging and analysis, supporting customer KPIs and SLAs, performing software upgrades and patching, and emergency recovery for customer outages. The role also involves maintaining customer lab environments, mentoring and training colleagues, and documenting technical solutions for the knowledge base. The ideal candidate will have a Bachelor's degree in a technical field, experience in external customer-facing technical support, and the ability to troubleshoot complex issues in a high-pressure environment.
Must have:
- Provide technical support for software suites
- In-depth log debug and analysis
- Support customer KPIs and SLAs
- Software upgrades and patching
- Emergency recovery for outages
- Maintenance of customer lab environments
- Mentor and train others
- Document technical content
- Bachelor's degree in technical field
- Customer-facing technical support experience
- Troubleshoot complex technical issues
- Excellent written and verbal communication
- Fundamental L2/L3 networking knowledge
- Experience with Linux
- Work in dynamic, high-pressure environment
- Manage and prioritize customer issues
Good to have:
- Experience with Docker and Kubernetes
- Experience with ELK stack
- Experience with Telecommunication Providers
- Experience with scripting: Ansible, Bash, Python
Perks:
- Competitive Benefits Package
- Birthday and Volunteer Time off
- Private life, health and travel insurance
- Flexible working hours
- Employee Assistance program
11 skills required
Job Details
Description
Responsibilities
- Provide Technical Support to Software Suite: Cloud Platform, Analytics, OpenStack and Conductor
- In depth log debug and analysis
- Support customer KPI’s and SLA’s
- Software Upgrades and Patching
- Emergency Recovery for outages reported by customers
- Maintenance of customer lab environments
- Mentor and train others in the organization
- Document and develop technical content and solutions for knowledgebase
ABOUT YOU
- Bachelor’s degree in a technical field: Computer Science, Engineering, or similar
- Experience working in an external customer facing technical support role
- Experience troubleshooting complex technical issues
- Excellent written and verbal communication skills in English
- Fundamental L2/L3 networking knowledge: network stacks, switching, routing, firewalls, etc.
- Experience working with Linux
- Ability to work in a dynamic, high pressure customer facing environment
- Ability to manage and prioritize numerous customer issues simultaneously.
Additional Skills Considered a Plus
- Experience with Docker and Kubernetes
- Experience with ELK stack
- Experience working with Telecommunication Providers
- Experience with scripting: Ansible, Bash, Python
Benefits Package
- Competitive Benefits Package
- Birthday and Volunteer Time off
- Private life, health and travel insurance
- Flexible working hours
- Employee Assistance program
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