Customer Support Engineer
3 weeks ago
- Fixing a customer Incident - this might include being called outside of office hours.
- Deploying a new customer or upgrading an existing installation
- Developing and testing upgrade procedures.
- Answering customer product questions.
- Reproducing a customer issue on a test lab.
- Working with our engineering team to root cause or escalate an issue.
- Developing operational improvements/procedures to enhance the product or internal knowledge
Your key skills:
- Demonstrable experience supporting Enterprise/Telco/Service Provider environments on a 24x7 on call basis
- Experience supporting/working with Kubernetes/Containers in an Enterprise or similar
- environment.
- Strong Linux System Admin Experience with excellent troubleshooting and problem-solving skills
- Good communication (English) and problem solving with a desire to put the customer first
- Experience with supporting using operations tools such as Prometheus, Grafana, ELK
- Detail orientated with an ability to rapidly assess and react to complex issues.
- Experience with relational SQL and NoSQL databases, including Postgres and Cassandra.
- Experience with CICD pipelines (e.g. Jenkins, GitHub) and configuration management (e.g. Chef/Ansible/Puppet)
- Experience in supporting cloud based applications (e.g. AWS, Azure, Google Cloud)
- Experience with storage technologies (e.g. NFS, block storage, SAN, hyperconverged storage)
- Good understanding of networking and networking protocols.
- Experience in virtualisation technologies (E.g. VMWare, KVM)
- Demonstrable scripting skills and automation (bash, python etc.)
- Experience in ITIL support methodologies and using a Service Desk for issue management (e.g. ticket management, SLAs,Incident/Problem/Change Management) etc.
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