2-3 years of experience in AWS system administration and/or application support
1-3 years of experience with Linux OS, Ubuntu/CentOS

We are looking for a high energy, experienced, customer focused Support Engineer to work in our Managed Services team. This individual will help support the team that manages our clients’ hosted cloud applications and accounts. This position will report to the head of Managed Services and work with a team of engineers and other leads to support a variety of customer requests, automate scalable and supportable client solutions, assist the team with solving new problems and technical roadblocks, drive operational efficiencies & processes, follow proper governance and procedures, and expand our hosting practice.

Support and help develop our support subscription and managed hosting offerings on AWS technologies to maintain application availability and ability to scale
Work directly with clients to facilitate requests, proactively address issues before becoming critical, speak to best practices, implement changes to applications and infrastructure as needed
Maintain customer satisfaction through technical and personal professionalism by helping customers achieve requested goals
Operate within a team working towards a set of KPIs and deliverables that ensure our clients are well supported and the solutions we sell are the best that they can be
Work within our practice to standardize best practices, create highly scalable processes, and document detailed specifications
Collaborate with solution architects on design and implementation across various application & system architectures
Adopt and improve operational use cases, capacity needs, and monitoring architecture through automation and custom solutions
Support Atlassian Tools including Jira, Jira Service Desk and Confluence

Qualifications & Skills
Bachelor's degree in Computer Science or equivalent preferred
At least 2-3 years of experience in AWS system administration and/or application support
At least 1-3 years of experience with Linux OS, Ubuntu/CentOS
Thrive in a team atmosphere and outgoing customer-focused work environment
Experience supporting Applications throughout the entire application lifecycle
Experience automating AWS operations
Familiar with IT change management processes
Demonstrate excellent communication and customer service skills, including the ability to effectively communicate to stakeholders and customers
Maintain a professional, friendly, timely, and empathetic approach to customer communications
Solid technical understanding of the latest AWS services, and hands-on experience architecting solutions using EC2, RDS, EBS, S3, etc.
Well versed in the Atlassian stack including Jira, Confluence, Bitbucket, Bamboo
Proficient in functional, application, and infrastructure administration of Atlassian installations
Familiarity and understanding of automation, with tools like Terraform, Ansible, and/or CloudFormation
Experience with tools like ELK, Splunk, New Relic, and CloudWatch
Ability to analyze and review current environments to determine potential areas of improvement
Support the team in 24/7 coverage including on-call rotations

Desired Requirements
AWS certification(s)
History of support/help desk work with direct customer interactions
Familiarity with information security requirements and regulatory compliance such as SOC, PCI, HIPPA, etc.
Proficiency with database technologies such as MSSQL, MySQL, PostgreSQL and/or NoSQL.
Hands-on proficiency with implementation of DevOps (CI/CD) tools and solutions
Knowledge of load and performance metrics and testing
Ability to work independently with minimal guidance in a fast-paced environment
Enjoy what you do and a true love of technology to solve challenging problems using a collaborative customer-centric approach
Strong work ethic, good time management, and the ability to work with diverse teams
Ability to manage multiple clients and deliverables at any given time through effective time management and planning
Strong attention to quality, detail, and ability to drive towards customer satisfaction

We offer:
Competitive compensation package;
Regular performance reviews;
Paid sick leave;
Compensation of events (70%)
Paid vacation - 20 business day;
Paid taxes.

About Archer Software

Archer Software is a 18-years-old outsourcing company. We're reliable, with many customers coming back and recommending us to others. We pay good money for your good job (even if the customer doesn't pay, we still do). Our team of developers is highly skilled, our QA team is attentive to every detail. Come join us!

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Job posted on 30 March 2021
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