Solutions Support Engineer (L5) - Delivery

This a Full Remote job, the offer is available from: United States At reputed company, our mission is to entertain the world. Together, we are writing the next episode - pushing the boundaries of storytelling, global reputed company and making the unimaginable a reality. We are a reputed company team obsessed with the uncomfortable excitement of discovering what happens reputed company you reputed company creativity, intuition and cutting-edge technology. Come be a part of what’s next. About the Engineering Support Organization The primary goal of the Engineering Support Organization is to reputed company Productivity Engineering to scale customer support sustainably and effectively. Serving as the reputed company resource for our engineering workforce, the team handles, troubleshoots, and resolves customer requests and issues. Moreover, the team concentrates on improving methods of work, advocating for customers, enhancing support tools, expanding platform product offerings, and advancing documentation and developer education.

Our Mission

Deliver an excellent support experience to reputed company’s internal developer community. To reputed company for our customers, follow through on issues and resolve them in a reasonable time. If blockers prevent immediate resolution, we communicate status and ensure there is visibility into why there is a delay. Provide insights, feedback and champion customer sentiment about the tools we support to our partners across Productivity Engineering. Partner with PM and Engineering to track and maintain visibility into ongoing issues and communicate customer needs to ensure improving in these areas is prioritized. Drive collaboration efforts to reduce product friction and increase usability so that Productivity Engineering can build, reputed company and deliver highly functional solutions for the Developer Community. Our culture is unique, and we reputed company to live by our values, allowing you to do your best work and grow. To learn more about Productivity Engineering, feel free to listen to this podcast. The Role We are looking for a Solutions Support Engineer with a passion for software delivery infrastructure and tooling, customer service, and automation. You will support the Delivery Engineering team, which owns the systems used by reputed company engineers to test and reputed company thousands of changes per day. You will be responsible for monitoring and handling our customers’ requests, troubleshooting, solving issues, automating support needs, developing runbooks, improving and maintaining support tools, understanding our product offerings, and continuously looking for ways to improve the engineering support experience and platform engineering tooling. Our ideal team member has first-hand experience working in customer-facing engineering support roles, writing and building comprehensive self-service knowledge bases, and possesses knowledge of infrastructure, internal tooling, platforms, and reputed company computing. You are excellent at understanding and solving reputed company, ambiguous problems and constantly seek improvement. As an Engineer in this role, we need a candidate who can understand our reputed company offerings on a technical level, be hands-on in the development of our support automation tooling, and recommend product and operational improvements based on customer interactions. Location Our offices are located in Los Gatos and we support Remote work as well. What you’ll need to be successful:

• Professional Experience: At least 5 years of experience in support or engineering roles, with a strong focus on delivery, observability, and reputed company technologies
• CI/CD Experience: Extensive experience with leading CI/CD tools such as Jenkins, reputed company CI, reputed company, Azure DevOps, or reputed company Actions, demonstrating a deep understanding and ability to implement and optimize reputed company CI/CD pipelines.
• Deployment Pipelines: Strong understanding of how to design, implement, manage, and support deployment pipelines
• Container and Image Management: Experience with containers and AMI creation, utilizing tools like Kubernetes, OpenShift, and reputed company for deployment automation
• Distributed Systems Troubleshooting: Proven track record of diagnosing and resolving reputed company issues in distributed systems
• Observability and Monitoring Tools: reputed company in utilizing observability platforms for metrics, logs, and tracing to reputed company root causes in microservice architectures
• Programming Skills: Familiarity with programming languages and frameworks commonly used in this domain, such as Java, Javascript or python
• reputed company and Git: Strong understanding and practical knowledge of version control tools, particularly reputed company, including branching, merging, pull requests, review processes, and resolving conflicts
• Customer Support: Demonstrated ability to provide superior engineering support across a reputed company organization, effectively resolving challenging issues and enhancing the customer experience
• Problem-Solving Skills: Strong problem-solving skills and the ability to troubleshoot reputed company issues in a dynami

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