We’re hiring a Senior Operations Support Engineer
Are you someone that loves cool dashboards and metrics? Do you find it exciting to monitor and tune a global network of servers and services to ensure millions of customers get the best service quality possible?
We’re looking for a Senior Operations Support Engineer to help us run our services 24/7, to act as the vital first line of defense/response for all operations. We’re a follow-the-sun operations center charged with bringing ExpressVPN customers the best possible user experience. We have unique problems, interesting technologies, and good tooling to help you maintain the level of service our customers expect. If that sounds awesome, check us out and apply.
What you’ll be doing
As a Senior Operations Support Engineer in our Operations Services team, you will be responsible for:
- Monitoring server and service performance, metrics, and SLAs, and taking action to correct issues using our internal tools and techniques
- Analyzing our processes to continuously improve or update them
- Finding repeatable tasks, and proposing or creating automation so we don’t have to manually execute them
- Analyzing incoming incidents from third-party providers, internal alerts/systems, and other sources, triage, fix or escalate as necessary
- Performing root-cause analysis on reported issues and incidents, and utilizing our internal tooling to resolve them when possible
- Analyzing our metrics to look for anomalies and leading indicators of issues before they become an incident or outage, and driving those early issues to resolution
- Mentoring and training TechOps Specialists in your craft
- Providing escalation support, oversight, and insights to the rest of your team
- Supporting the TechOps Watch Lead in executing their plans and priorities
- Analyzing our operational tooling and proposing new tools or improvements to existing tools to improve your ability to execute your mission
What you’ll need to succeed
- A technical background in one or more of the following areas:
- IT Systems Administration
- Linux Administration/Operations
- Network Operations Center or similar ops centers
- Intermediate to Advanced-level knowledge in:
- Technical Troubleshooting
- Linux operations or similar technical foundation
- Triage, ticketing, and incident response
- Operating/using a monitoring solution
- Data manipulation and basic data analysis
- Troubleshooting/analytical mindset
- Be a fast learner, as many of our technologies and services are unique but built on solid technical foundations
- Be able to prioritize tasks/tickets appropriately
- Able to document processes and follow procedures
- Coordinate efforts and responses to complex incidents
- Ability to work under pressure during events such as large outages or incidents
- Good verbal communications in English
- Good writing/documentation skills in English
Nice skills to have, but not required
- Experience with VPNs, streaming services, anonymous proxies, or similar technologies
- Python or similar scripting language
- IPs and geo-location knowledge
- Experience working in a data center environment
- Experience with basic networking
- Experience of Agile methodologies, particularly Kanban