Support Lab DevOps Engineer

We are seeking a highly skilled and motivated DevOps Engineer with a specialization in Linux and Cloud Infrastructure to join our Customer Success(CS) team. In this role, you will be instrumental in ensuring our Customer Experience(CX) Support Team has a seamless and efficient experience with our products by providing robust and scalable infrastructure solutions needed for troubleshooting clients' issues. You will work closely with the Engineering, Customer Experience, and Customer Success teams to understand their needs, troubleshoot issues, and implement automated solutions to enhance overall customer satisfaction. Our goal is to provide unsurpassed customer-focused support while valuing each team member to meet our company goals and culture.

What You’ll Do:

• Lead the CX team by ensuring they have the Infra tools to troubleshoot and deliver outstanding customer experiences.
• Develop and maintain Internal Lab Infrastructure
• Manage Labs and uphold the CX Lab processes.
• Create and maintain Lab documentation for the CX team.
• Assess the lab needs of the CX team and propose improvements to enablement.
• Learn the CX teams' technical needs that will require Lab support
• Manage onboarding and training schedules for Lab Infrastructure for the CX Team
• Utilize data and analytics tools to analyze lab usage patterns and provide insights for improving the efficiency of lab usage.
• Linux System Administration: Design, implement, and maintain Linux-based systems and services crucial for customer success operations.
• Cloud Infrastructure Management: Manage and optimize cloud resources (e.g., AWS, Azure, GCP) to support customer-facing applications and tools.
• Automation & Scripting: Develop and maintain automation scripts (e.g., Python, Bash) to streamline deployment, configuration, and monitoring processes.
• Troubleshooting & Support: Collaborate with the Customer Success team to diagnose and resolve complex technical issues related to infrastructure and applications.
• CI/CD Pipeline Management: Contribute to the design and management of continuous integration and continuous delivery (CI/CD) pipelines.
• Monitoring & Alerting: Implement and maintain monitoring and alerting systems to proactively identify and address infrastructure performance issues.
• Documentation: Create and maintain comprehensive documentation for infrastructure, processes, and troubleshooting guides.
• Collaboration: Work closely with cross-functional teams, including product, engineering, and customer success to ensure alignment and efficient problem-solving.

What You Need:

• Motivated, proactive self-starter who thrives in a fast-paced startup environment
• Driven to have a professional rapport with the team by helping them feel their request is your most important priority.
• Committed to staying updated on industry trends, emerging technologies, and advancements in data and analytics
• Effective organization and project management skills to handle multiple tasks simultaneously
• Outstanding communication and partnership skills with the ability to work cross-functionally
• Experience with the core AWS services: VPC, EC2, RDS, IAM, S3, LAMBDA, ECS, EKS, etc
• Good background in Linux/Unix administration.
• Ability to read technical documentation for data sources and set up connections as needed with the Alation product
• Worked collaboratively with team members to ensure the successful delivery and implementation of assigned tasks.
• Ability to create automation and process management required to deploy, manage, configure, scale, and monitor internal and cloud-based applications.
• Experience with Chef, Puppet, or Ansible
• Working knowledge of authentication protocols like Kerberos, SAML, and LDAP.
• Must have hands-on experience with Infrastructure as Code, using CloudFormation, Terraform, or other tools ( Terraform preferred)
• Must have experience developing cloud-native CI/CD workflows and tools, such as Jenkins, Bamboo, TeamCity, Code Deploy (AWS), and/or GitLab.( Jenkins is preferred)
• Strong experience with Git/Github
• Experience with Docker, Kubernetes, and other cloud-native architectures
• Strong Linux Expertise: In-depth knowledge of Linux operating systems, including system administration, shell scripting, and troubleshooting.
• Cloud Platform Proficiency: Hands-on experience with at least one major cloud provider (AWS, Azure, or GCP), including services like compute, storage, networking, and security.
• Scripting Skills: Proficient in scripting languages such as Python or Bash for automation.
• Version Control: Experience with version control systems, preferably Git.
• Problem-Solving: Excellent analytical and problem-solving skills with a keen eye for detail.
• Communication: Strong verbal and written communication skills with the ability to explain technical concepts to non-technical audiences.
• Collaboration: Proven ability to work effectively in a collaborative team environment.
• Infrastructure as Code (IaC): Experience with tools like Terraform or CloudFormation.
• Containerization: Familiarity with Docker and Kubernetes.
• CI/CD Tools: Experience with CI/CD tools such as Jenkins, GitLab CI/CD, or similar.
• Networking: Understanding of networking concepts, including TCP/IP, DNS, and firewalls.
• Monitoring Tools: Experience with monitoring tools like Prometheus, Grafana, ELK stack, or similar.
• Database Knowledge: Basic understanding of database concepts and experience with SQL/NoSQL databases.