Senior Technical Support Engineer

Key Responsibilities

• Based on customer insights and channel performance data, develop and execute on a content roadmap that engages key personas at each point in the customer journey, from top-funnel acquisition to nurture and ongoing customer education, both on Nium offerings as well as the industry
• Build, develop and manage a high-performing team and culture to achieve breakthrough results; exceptionally high standards and holds self and others accountable
• Attract, develop and retain high-potential talent
• Generating editorial ideas and concepts
• Overseeing content planning and production
• Recruit and manage outside agencies and freelancers to grow our capacity, and leverage our subject matter experts to drive and scale the production of compelling content
• Work with regional Growth Marketing teams to ensure content development aligns with funnel-building objectives for each target segment
• Measure the impact of our content strategy as well as the performance of individual assets, and proactively refine our resource allocation and prioritization accordingly;
• Work with the VP, Global Brand to ensure Nium’s brand and voice are used consistently and effectively, evolving in lockstep with the company’s projected growth;
• Own the distribution and promotion strategy for any content you and your team create, in partnership with channel owners in Growth Marketing

Requirements

• 5-7 yrs. experience in Supporting production applications on AWS or other cloud platforms.
• Good knowledge of RDBMS (PostgreSQL or MSSQL) and NoSQL databases.
• Willing to work in day/night shifts.
• Understanding of troubleshooting and monitoring microservice and serverless architectures.
• Working knowledge of containerization technology and various orchestration platforms. e.g., Docker, Kubernetes etc. for troubleshooting and monitoring purposes.
• Experience in build and deploy automation tools (Ansible/Jenkins/Chef).
• Experienced in release and change management, incident, and problem management both from a technology and process perspective.
• Familiar with Server log Management with tools like ELK, and Kibana.
• Certification in ITIL, COBIT or Microsoft Operations Framework would be an added plus.
• Experience with Scripting languages or shell scripting to automate daily tasks would be an added plus.
• Ability to Diagnose and Troubleshoot Technical Issues.
• Ability to work proactively to identify the issue with the help of log monitoring.
• Experienced in monitoring tools, frameworks, and processes.
• Excellent interpersonal skills.
• Experience with one or more case-handling tools like:
• o  Freshdesk
• o   Zendesk
• o   JIRA
• Skilled at triaging and root cause analysis.
• Ability to provide step-by-step technical help, both written and verbal