RRemoteville
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Production Support Engineer

Skills
Customer SupportDatabasesPostman APIPresentationsProduction SupportRoot CauseService Levels
Role

What the job involves

The main requirements, responsibilities and hiring steps.

Requirements

  • Experience with UNIX and Linux systems
  • SQL
  • Basic network and systems knowledge
  • Telephony experience is a plus
  • Cloud Skills
  • Knowledge of how API's / REST clients work
  • Understanding of tools like Postman or curl
  • Ability to use cloud platforms (google cloud, grafana, etc..)
  • Understanding of basic CS items (Networking, DB, OS, Scripting etc.)

Nice to have

  • Self-starter
  • Good communication skills
  • Resilient
  • Optimistic
  • Resourceful
  • Accountable
  • Nimble and adaptable

Day to day

  • Serve as the first point of customer support
  • Responsible for undertaking detailed troubleshooting and investigations to identify root causes/fixes for complex technical issues
  • Take ownership of and resolve customers' product issues via telephone, email, or in-person, while meeting or exceeding stated service level agreement (SLA) timeframes
  • Work with engineering team to understand best deployment practices and product architecture
  • Participate in the testing of new product releases
  • Manage and track issues to ensure accurate and complete resolution
  • Keep Incident Tracking Database up to date with new solutions
  • Contribute articles to the knowledge base in an effort to promote self-help for our customers
  • Maintain solid customer relationships by handling their questions and concerns with speed and professionalism
  • Is accessible and available to multiple customers
  • Establish priorities and communicate rationale and timeframe clearly to customers
  • Overcomes constraints to meet established deadlines