Systems Operations Engineer

What You'll Do

• Act as a technical expert and advisor to more junior Systems Operations Engineers
• At an escalated tier, monitor the state of platform services and stability via telemetry and alerts; triage issues, escalate to engineering teams as needed
  • Work collaboratively with development teams to facilitate issue remediation
  • Manage remediation task workflow
• Proactively update and improve Systems Operations documentation and runbooks
• Increase the effectiveness of the incident response process by defining and measuring relevant metrics
• There may be periodic weekend coverage requirements

Who We are Looking For

• Undergraduate degree or relevant substitute experience
• 6+ years relevant work experience in Technical and/or Application Support with strong knowledge of services support and troubleshooting

Technical Proficiency

• Understanding of large-scale distributed system architectures (e.g., databases, web services, application services).
• Familiarity with monitoring tools (e.g., Prometheus, Grafana, Nagios).
• Ability to configure and fine-tune alerts.
• Proficiency or ability to learn programming languages including SQL, Python, C# to automate repetitive tasks.

Incident Management and Troubleshooting

• Ability to prioritize and manage incidents based on severity, with a focus on customer impact.
• Ability to remain calm under pressure and quickly diagnose issues.
• Understanding of system logs, metrics, telemetry.

Communication Skills

• Ability to communicate effectively with stakeholders during an incident.
• Clear and concise documentation skills.
• Ability to maintain and update troubleshooting guides (TSGs) and operational documentation.
• Ability to translate complex technical issues and platform outages to non-technical stakeholders.