Technical Support Engineer 2

hace 1 semana

San José, Costa Rica Armory A tiempo completo

We are looking for a passionate Technical Support Engineer with a deep-rooted foundation in DevOps and Open Source Technology. The Technical Support Engineer will seek to deliver delightful customer experiences while leveraging their sharp technical edge and background.

**Needs for the Role**:
**Technical Skills**:

- Experience with AWS Cloud Service Infrastructure deploying and working with Instances, Security, Storage, and troubleshooting in the cloud, (1-2 years working Experience)
- Understanding and ability to debug/write YAML and JSON scripting
- Basic knowledge of DevOps and the SDLC lifecycle
- Experience working with Linux and/or UNIX
- Managing tickets in a ticket queue, with a major ticketing system

**Non Technical Skills**:

- Experience working support and business-to-business customer-facing technical situations (3 years)
- Handle high priority, production system issues (2 years)
- Proficiency with case documentation and digital communications (3 years)
- Ownership of Customer Experience (3 years)
- Experience writing knowledge articles and community contributions (3 years)
- Experience managing the entire customer issue lifecycle from case creation, to development escalation, to resolution (3 Years)
- Exceptional customer-facing soft skills
- Ability to triage, investigate and replicate blocked customer issues
- Experience writing escalation tickets to fully describe customer issues and dive deep into root causes
- Ability to co-ordinate with other teams and to help make decisions on customer priorities.

**Nice to Haves** for the Role**:
**Technical Skills**:

- Understanding of Virtualization and Containerization Concepts and Administration of Kubernetes (1 Year)
- Knowledge of network infrastructure. Understanding of Load Balancers, IP Addresses and subnets
- Understanding and ability to debug/write Java/GoLang
- Experience with Git and GitHub
- Understanding the responsibilities of DevOps clients and their challenges
- Ability to troubleshoot network infrastructure issues.
- Experience with databases, specifically querying databases, and database configuration (Redis, MySQL, Aurora and RDS Infrastructure)

**Non Technical Skills**:

- Experience with time management, case load management, help desk management
- Research and develop solutions and improvements on a team-level
- Working in collaborative team environment

**Why join Armory?**:
Armory is a Series C startup backed by **B-Capital, Insight, Crosslink Capital, Y Combinator **(W17),** Bain Capital, and Javelin Venture Partners** based in San Mateo, CA. With Armory & Spinnaker developers are empowered to deploy their code with increased safety, resilience, velocity, and compliance, to any production target on prem or in the cloud.

Spinnaker is the world's most powerful continuous delivery platform, developed and open sourced by Netflix and Google, and battle-tested in production by hundreds of the world's leading enterprises. Spinnaker is an open source platform with a modern, developer-friendly view of software delivery. It is target agnostic, so teams can instantly deploy their code at scale to any and all clouds using a single, golden path to production.

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