Support Engineer

Analyze and coordinate the logistical functions of a firm or organization. Responsible for the entire life cycle of a product, including acquisition, distribution, internal allocation, delivery, and final disposal of resources.

Support Engineer Job Description Template

Our company is looking for a Support Engineer to join our team.

Responsibilities:

  • Providing and maintaining desktop hardware and software;
  • Working in the Tic:Toc preventative maintenance programs;
  • Partake in the On-Call Roster;
  • Providing support to both our people and external clients and stakeholders;
  • Work with our vendors and stakeholders to maintain our platform;
  • Support and monitor our environment to ensure it is available and reliable;
  • Provide technical support to customers;
  • Mentoring new hires as the organization grows quickly;
  • Working closely with engineering to reproduce bugs and build testbeds as necessary;
  • Maintaining a support ticket queue and responding to customers in a helpful and timely manner;
  • Familiar to follow notification and escalation procedures;
  • Creating and maintaining customer – facing knowledge base articles;
  • Exposure to standards for communications with business involving operational issues.

Requirements:

  • Can-do attitude and ability to think outside the square;
  • Excellent problem solving and production environment diagnosis skills;
  • International Traffic in Arms Regulations (ITAR) clearance;
  • Sound understanding of the web: protocols, web architectures, infrastructure, web servers (IIS), proxies, load balancing, high availability, etc;
  • Drive continuous improvement and application of industry best practices;
  • Experience supporting CI/CD pipelines (Octopus Deploy, TeamCity, GIT);
  • Proven experience with AWS and CloudFormation, Azure and ARM templates, and/or Azure Devops;
  • 2+ years working with cloud platforms AWS or Azure (IaaS, PaaS & SaaS);
  • Background in a Cloud Support Engineer or Site Reliability Engineer role;
  • Windows/Linux System Administration experience;
  • Implement automated, repeatable solutions to reduce toil and maintenance effort;
  • Good working knowledge of internet backbone technologies: TLS, DNS, TCP/IP, WAF/CDNs, networks and subnetting;
  • Support the overall monitoring, performance, reliability and quality of our clients’ application-hosted cloud environments;
  • Knowledge of automation/scripting languages: Powershell, Python, Bash;
  • Share knowledge and create quality documentation.