DESCRIPTION

We are looking for top notch Support Engineers who can lead and provide operational improvement and efficiency optimizations on a massive scale. As a Support Engineer in this team you will work with highly talented team of engineers, managers, product owners and designers.

The right candidate must be able to communicate up, down, and out to technical and business teams. The candidate should be able to identify bottlenecks, work towards holistically removing problems for long-term. The successful candidate will bring in broad technical and analytical skills and an ability to deep dive to find the root cause of problems. The candidate should be able to adapt to a fast moving environment in a large company to own and operate on systems that have immense business impact.

· Provide first level of support for handling tickets, operational issues from production services
· Provide engineering support of our incoming tickets, including extensive troubleshooting and debugging, with responsibilities covering multiple product lines
· Work on maintenance driven coding projects, primarily in Perl or shell scripts, web technologies, and Java based projects
· Software deployment support in staging and production environments
· Develop tools and automate manual operational tasks and easy maintenance of our services
· Build monitoring metrics dashboard, and report System health and Support status metrics
· Work with partner product teams for handing-off or taking over active support issues and to create a team specific knowledge base and skill set
· Responsible for infrastructure maintenance, upgrades, costs reduction, configuration, high availability and server virtualization.
· Dive deep to resolve problems at their root, looking for failure patterns and suggesting fixes
· Prepare runbooks, methods of procedures, tutorials, training videos on best practices for the team
· Build monitoring dashboards and creation of critical alarms for the system
· Evaluate existing applications and platforms and provides recommendations for improving performance by conducting gap analysis, identifying feasible alternative solutions, and assisting in the scope of modifications
· Participate in the development of contingency plans including reliable backup and restore procedures
· Demonstrate technical leadership with incident handling and troubleshooting
· Provide technical leadership, coaching and mentoring to team members