Customer Support Engineer (offline)

REQUIREMENTS
• Practical experience in Linux (command-line interface) Technical Support/Administration/Troubleshooting
• Good theoretical and practical networking knowledge (TCP/IP stack)
• Scripting skills and passion for automating tasks (Bash, Python, Go, etc.)
• English — good written and verbal skills
• Being proactive and finding problems before they become issues
• To be ready to work with night shift schedule (night and weekend shifts — work remotely)

Would be a plus:
• Monitoring and investigating/localizing problems (Prometheus, Grafana, Kibana)
• Any cloud experience (AWS, Azure)
• Understanding of CI/CD processes (Jenkins or alternative)
• Any experience with CM tools (Ansible, Puppet, Chef)

RESPONSIBILITIES
As a Platform Support Engineer at LotusFlare, you will be involved with the technical support for customers’ platform requests. You will support customers with questions and configuration of the services provided by our DNO stack out of the cloud. You will also monitor and troubleshoot our platform, and provide a proactive assessment

• Respond to customers’ requests (written)
• Identify, organize, and prioritize support requests, escalation and follow-up
• Troubleshoot and resolve support issues and incidents, debug server applications using the command line and analyze logs, traffic, configuration, and deployment changes.
• Anomalies detection, reactive and proactive actions, product and system metrics analyze; work closely with Grafana, Prometheus, Kibana, AWS CloudWatch.
• Create a process or troubleshooting documentation in the support knowledge base
• 24/7 monitoring (8 hours shifts, night/weekend — remote)

WE OFFER:
• Exceptional opportunities for professional growth working closely with managers from Facebook and Microsoft
• Paid Lunches
• Medical Insurance
• Company stock options
• Yearly bonus
• Trainings and workshops
• Rotating shifts with the opportunity to work from home (7am-3pm, 3pm-11pm, 11pm-7am)
• Company covers taxes (by PE contract) and provide accountant assistance

Working with LotusFlare means working with a dynamic team of top engineers in the field at the leading edge of technology and infrastructure abstraction.
Our office is in the heart of the city providing besides great colleagues also good access to public transport and everything to make you enjoy the time in the office.
At LotusFlare, our managers focus on creating efficient teams and take care of your personal development, unleash your creativity and help you grow to leading industry experts in the cloud native infrastructure domain.

About LotusFlare

LotusFlare is US-based product company, which was founded in 2014 by former executives from Facebook.

Our founders led the team that helped Facebook reach over one billion users on mobile. We bring this Growth expertise to established companies in telecom, finance, media and technology. We help them build awesome digital experiences and systematically drive user engagement, retention and monetization on these apps and websites.

Our clients include some of the world’s leading mobile brands: Linkedin, Supercell, Skype, Verizon Wireless, Singtel, Capital One, Ooredoo and Telenor.

Our headquarters and technology development center are in Silicon Valley, and we have operations across Asia and Europe.

LotusFlare is helping mobile app developers grow and engage their users.
Every app developer has a growth issue from getting their first users and maintaining growth. On top of that they need to keep users engaged to prevent churn.

Our mission is to “Make mobile more accessible for the world” and this will take a lot of smart and passionate people to achieve. Together we will all work towards making this possible while at the same time having fun and learning a lot of things.
We are a product and engineering focused company with one global team. The successful people at LotusFlare are those who share our values as a company.

Company website:
https://lotusflare.com/

DOU company page:
https://jobs.dou.ua/companies/lotusflare/