We’re hiring an Operations Support Engineer
Are you looking for a career move that is more than tickets and dashboards? Do you want to learn about networking, the Internet, and globally distributed services? Do you want to help make the Internet a safer place and ensure customers get the best service quality possible?
We’re looking for Operations Support Engineers and Leads to help us run our services 24 hours a day, acting as the first line of defense/response for our diverse and ever expanding portfolio of production services. We’re a follow-the-sun operations center (no night shifts!), and we’re 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 an 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 and continuously improving and updating them
- Finding repeatable tasks, and proposing or creating automation so we can concentrate on higher-value work
- Analyzing incoming incidents from third-party providers, internal alerts/systems, and other sources, then triaging, fixing, or escalating 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
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
- Entry-to-intermediate-level knowledge of:
- Technical troubleshooting
- Linux operations or similar technical foundation
- Triage, ticketing, and incident response
- Operating/using a monitoring solution
- Data manipulation and basic data analysis
Nice skills to have, but not required
- A fast learner: many of our technologies and services are unique but built on solid technical foundations
- A troubleshooting/analytical mindset
- The ability to prioritize tasks/tickets appropriately
- Can document processes clearly and follow procedures
- Works well under pressure during events such as large outages or incidents
- Strong verbal communication in English
- Good writing/documentation skills in English
Note: Please upload your resume as a PDF and do not include any salary or compensation information in it.