Golang Job: Systems Support Engineer

When something is broken, do you want to figure out why?

When you figure out why, do you explain the process to your friends?

Join our growing support team to level up on cutting-edge technology, Golang, Open Source community management, SaaS operations, and to collaborate with our wide range of customers and partners.

As a Support Engineer, you'll respond to support questions from our range of customers, collaborate with the developers and product teams on characterizing, reproducing, and fixing issues, add to our documentation and training materials, host webinars, and work with our open-source community on GitHub and elsewhere. You will be a key part of our 24/7 support presence, supporting our on-premise customers and SaaS users.

We're looking for people who value continual improvement, building tools and teachings that benefit the open source development community. You'll need to be open to experimenting, which means that sometimes you will fail. (That's okay - every mistake is also a lesson.) You'll need the persistence to find a solution without a flowchart laying out the entire process.

The Support team is a good home for people who like to leave things better than they found them. We are people who say "I'll learn!" rather than "I don't know."

What you'll be doing

• Support a global customer base via GitHub, community, email or ticketing systems
• Demonstrate ownership, follow-through with customers and drive issues to resolution
• Reproduce customer issues and test new product functionality
• Partner with customers to achieve their desired goals by illustrating best practices
• Adhere to contractual SLAs for responsiveness
• Update and extend documentation
• Participate in on-call rotation
• Communicate recurring issues, challenges, and roadblocks in a timely manner.
• Be an advocate for customers' needs
• Gather feedback from customers and redirect it to engineering, product, sales and marketing teams to improve our products.

What you bring to the team

• Experience in a customer-facing position
• Excellent English written and verbal communication skills
• Empathy for people facing technical challenges
• Minimum of 4 years of technical work experience: support, development, engineering, etc.
• Proficient in at least one scripting language (Ruby, Python, Bash, etc.)
• Wide-ranging knowledge in database concepts, database clustering, HA services, load balancing, automation, monitoring and configuration management
• Knowledge of Networking and HTTP(S)d
• DevOps experience on public cloud environments
• Experience with containerization in a production environment
• Experience working with RESTful APIs

Bonus if you have

• Significant experience in Linux-based application hosting environments, administration experience
• Familiarity with Automation tools such as Ansible, puppet
• Software development experience, particularly Golang
• Git or other version control systems experience
• Familiarity with system monitoring tools and practices (nagios, zabbix, Zenoss, Sensu, Chronograf)
• Documentation or tech writing experience
• Professional Services or Training experience
• Multi-lingual
• Experience with time-series data tools