Responsibilities:
- Conduct analysis of customer issues, pinpoint root causes, and manage the prioritization and dispatch of support flows, including escalation management.
- Take complete ownership of Production service, involving the deployment of new releases/hotfixes and continuous monitoring.
- Address technical escalations by troubleshooting and resolving complex issues that extend beyond Tier 1 support.
- Perform bug triage, swiftly identify and prioritize bugs, and collaborate with developers to implement resolutions.
- Maintain in-depth knowledge of product functionality and support processes.
- Provide support for customer integration and 3rd-party tools.
- Monitor the performance of the organization's technology infrastructure.
- Automate tasks and processes related to software delivery through the use of pipelines.
- Ensure compliance with industry regulations.
- Collaborate efficiently with other teams within the organization, including R&D, CS, and Tier1.
Requirements:
- Proven experience supporting SaaS applications in a DevOps or TechOps support role.
- Proficient in DevOps tools and technologies.
- Three years of demonstrated experience with Kubernetes and Dockers.
- Three years of proven experience with AWS/Azure in a production environment and proficiency in scripting languages (Bash/Python).
- Familiarity with databases, including Kafka, Spark, Cassandra, ElasticSearch, and Redis.
- Extensive experience with CI systems (Azure DevOps is an advantage) and Git.
- Experience with at least one Infrastructure as Code (IaC) language, such as AWS CDK, Cloudformation, or Azure BiCep.
- Competence in CI/CD pipeline automation.
- Ability to adapt, context switch, and effectively cope with operational challenges.
- Result-driven with strong problem-solving and analytical skills.
- Availability for a minimum of 3 days per week on site in our Boston office.
- Must have employment authorization in the US (no VISA sponsorship).
- Occasional international travel may be required.
