Application Support Engineer

Production Support and Site Reliability Engineering (SRE) is an engineering discipline that combines software and systems engineering to manage and support large-scale, massively distributed, fault-tolerant systems hosted in the external cloud environment. SRE engineers ensure that systems—both internally critical and externally-visible —have reliability and uptime appropriate to customers’ needs and a fast rate of improvement while keeping an ever-watchful eye on availability, capacity, and performance in a 24/7 environment.

Production Support/SRE engineers will be engaged in automation and development work, reducing toil, developing self -service capabilities, automating manual tasks, and develop support tools, utilizing common scripting languages (i.e. Python). When incidents arise, our production support engineers take charge of incident management. They assume ownership, collaborate, consult, and partner with Lines of Business to guide the team to a successful resolution.

Job Responsibilities:

• Effectively manage troubleshooting and recovery of complex production incidents, ranging from low to critical impacts
• Drive incident resolution through a systematic problem solving approach, coupled with a strong sense of ownership and drive
• Actively participate in teams’ Agile stories (project work) to streamline and enhance day to day operations of the team
• Create, manage, and utilize appropriate technical procedural documentation (run books)
• Proactively monitor applications and infrastructure behind external and internal customer facing services including their availability, latency, performance, and capacity
• Influence resiliency and scalability in production environments in Amazon Web Services (AWS)
• Identify opportunities and develop proactive automated monitoring and alerting solutions by leveraging available tools (Splunk, New Relic, etc.)
• Assist with conducting Root Cause Analysis (RCA) on critical production outages to develop and implement future mitigation strategies
• Utilize production support expertise to influence and support new designs, architectures, standards, and methods to maintain stability and availability for large-scale distributed systems
• Proactively identify and implement automations for routine maintenance tasks, data gathering, and resolution of common issues
• Continuously seek to develop new skills and technical expertise, and proactively share knowledge with others

Basic Qualifications:

• Bachelors or equivalent certification
• At least 2 years of experience managing and troubleshooting incident bridge calls
• At least 2 years of experience with Python scripting
• At least 2 years of experience using and supporting public cloud environments (AWS, Azure, or GCP)
• At least 2 years of experience with Splunk, New Relic, or DataDog monitoring

Preferred Qualifications:

• AWS Associate level certification (Solutions Architect, SysOps Administrator, or Developer)
• 2+ years of experience with Linux, UNIX, Ruby, Go, JavaScript, or NoSQL
• 3+ years of experience using and supporting public cloud environments (AWS, Azure, or GCP)
• 2+ years of experience with networks, load balancers, firewalls and web application firewall (WAF)
• 2+ years experience with web API service

This is a mostly remote role that requires you to work 40 hours per week during nights and weekends. The coverage schedule you will be supporting will happen during the following times: Monday - Friday, 11pm-6am eastern standard time. Saturday and Sunday, flexible within the 24 hours. On-call support is highly unlikely.