Technical Support Lead

hace 2 meses


San Francisco, Heredia, Costa Rica Auxis A tiempo completo

We are seeking an experienced Senior Support Engineer to join our Infrastructure and Support team at Auxis.

**Job Summary:**

The ideal candidate will have a strong background in technical support, with a focus on high availability environments. They will be responsible for providing exceptional support to our internal Product team and external customers, as well as troubleshooting and solving minor issues.

**Responsibilities:**

- Monitor various status pages and alert internal teams and external clients and community members of any third-party issues

- Create, maintain, and update documentation for various support issues and runbooks

- Analyze support queues to determine if there are any gaps in knowledge bases or request types and update as needed

- Regularly report on outstanding and in progress issues to support and infrastructure team

**Requirements:**

- Bachelor's degree in Computer Science related field or equivalent work experience

- 3+ years of relevant technical experience, preferably in highly secure, high availability environments

- Experience with Jira and/or Jira Service Desk or other Service Desks

- Experience with Confluence or other Wikis

- Understanding of DNS technologies and different record types

- Experience with AWS EC2, RDS, ELB, VPC, Lambda, API Gateway, DynamoDB CloudWatch, and Container technologies

- Experience with Git on Github or GitLab

- Shell scripting experience (Bash, Python)

- Excellent English communication skills, written and spoken

- Experience working in a highly visible support role

- Experience in working with widely distributed teams

- Experience working with open source projects



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