The Technical Support and DevOPS Analyst
has a good understanding and experience of enterprise software support, as well
as of DevOPS tools and techniques, and works to bring the two worlds together,
for the ultimate benefit of our customers.
The Support&DevOPS Analyst is hands-on
and capable of working on complex technical issues where in-depth knowledge,
applied skills, patience and precision are required.
The (Senior) Analyst may also contribute
to the development of delivery and support methods for our products and
services (example areas: integrations lab, demonstration facilities, support problem
reproduction infrastructure, intelligence delivery network, cloud
infrastructure, etc).
Role responsibilities
·
As part
of the Support team, works collaboratively with other teams (Consulting, Product,
Engineering, etc) as well as with partners and suppliers to support our
products and services, takes ownership to answer and solve customer support
issues
·
Communicates
clearly and effectively with customers verbally and in written format, mostly
remotely (via e-mail, phone, teleconference, web, social media, etc)
·
Is confident
and comfortable to own, do RCA (Root Cause Analysis), and to successfully see
to resolution various types of customer issues
·
Designs,
implements and maintains software configuration management systems for the
Solutions department, with a relentless focus on automation and on general
operational improvement. On occasion, write some Python code and optimize
Linux-based systems for our software.
·
Supports
the Professional Services consultants with in-the-field customer product or
service issues, as appropriate and required (e.g. diagnostic scripts, etc)
Skills, aptitudes and
experience
a)
Must have
· Professional and personal integrity, strong
ethics
·
Very English
good communication (verbal, listening, reading and writing) skills
·
Minimum
of five years of experience and practice of software product support and
customer interaction and/or DevOPS
·
Demonstrable good experience working with Ansible,
AWS, Docker
·
Sound
knowledge (theoretical and applied) of internet technologies (IP routing, DNS,
Web services, network security and software application security)
·
Linux knowledge – good: able to work on various
distributions (CentOS, Ubuntu, etc) and to troubleshoot various configurations,
including networking and virtual machines, RPM installations, software and DB
issues, etc
·
Scripting – very good: able to write, to manage and to
use various scripts (Shell, Python, PERL, etc), troubleshoot product, apply
patches, automate tasks
·
Very
good people and customer facing skills, respectful, polite, helpful and
friendly
·
A
collaborative, “can-do”, positive attitude
·
A willingness
to continuously learn and to improve themselves as a professional and as a
human being
b)
Nice to have (one or more of the below)
· Familiarity with Jenkins, Terraform, Packer,
Git
· Familiarity with JIRA and TargetProcess
·
Database knowledge, PostgreSQL or similar
· Familiarity with Data Analytics, e.g. Hadoop,
SPARK, Elasticsearch, etc.
· Foreign languages
Other requirements
· Willingness to work non-standard business
hours sometimes and/or in a shift pattern (this is not in operation at present,
but the company may move to 24x7x365 support in the future)
· Willingness and ability to travel, including
internationally (not very often)
·
Ability
to achieve clearances in support of business requirements
