Operations Engineer//Support Customer
7 days ago
We do things differently. We build a solution for enterprises to make sense of all of their information. We know how important it is for companies to understand their customers, so we provide our technology to solve their biggest challenges. We believe in open and transparent communication, not strict rules and hierarchies. We are a team of hardworking, talented people who aim to build software that makes sense of data. We’ve got some huge challenges ahead of us, and we need smart, driven wordsmiths to help us tackle them. If you think you’ve got what it takes—join us.
Job Responsibilities
Reports to the Operations Lead and manages Operation Engineers to ensure the team is performing tasks efficiently and with quality. The Senior Operations Engineer receives team objectives, goals, and tasks from the Operations Lead and implements efficient and effective processes to best meet those targets. The Senior Operations Engineer also partakes in completing the team tasks as needed.
The primary goals, but not limited to, of the Operations team, are as follows:
· Advanced Technical Support & Issue Resolution:
o Proactively monitor, optimize, and maintain global customer production environments, ensuring high availability and performance.
o Perform in-depth triage for complex technical issues, utilizing Python, AWS, GCP, and other relevant technologies to diagnose and resolve problems.
o Lead root cause analysis (RCA) efforts for critical incidents, driving systemic improvements and implementing preventive measures.
o Collaborate closely with development and engineering teams on escalated issues, providing detailed technical insights and ensuring timely resolution.
· Technical Customer Communication & Documentation:
o Communicate complex technical concepts clearly and effectively with customers via calls, email, and chat, ensuring a high level of customer satisfaction.
o Accurately document technical interactions, resolutions, and RCA findings, contributing to a robust knowledge base and preparing detailed reports on recurring issues and emerging trends.
o Develop and maintain comprehensive technical documentation, including troubleshooting guides, FAQs, and technical support articles.
· Process Improvement & Innovation:
o Continuously identify opportunities for process optimization within the customer support function, proposing and implementing solutions to enhance efficiency, scalability, and customer satisfaction.
o Stay current with industry best practices and emerging technologies in technical support to ensure the delivery of cutting-edge service.
· Knowledge Base & Community Management:
o Actively manage and contribute to the company's technical knowledge base, ensuring content is up-to-date, accurate, and valuable to customers.
o Create and curate technical training materials, including videos, tutorials, and sample assets that showcase best practices and solutions.
o Engage with the user community in forums and other platforms, providing expert guidance and fostering a supportive environment.
Qualifications
- Must have a Bachelor’s Degree in Computer Science, Information Technology, Engineering, or other related fields
- Must have excellent written and verbal communication skills to author professional product documentation and training material
- Must have excellent communication and interpersonal skills to establish and maintain collaborative work relationships within the company and with external business partners
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