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Production Engineer Zilliant
Zilliant Customer Support TeamSupports Enterprise Software Customers
2nd level support / 365-24 availability
Enterprise ? 2nd level support / daily ETL / inconsistent ETL / custom configurations / JAVA / SQL / Swing-Hibernate
Zilliant Technical Operations Team
Recreate the team?s organization, roles and responsibilities based on needs of ?new? Zilliant
SaaS ? 1st level support / 365-24 availability / monthly data loads / consistent configurations / SQL / MSTR
Managed Services (MngSvc) ? 1st level of support / offline data refreshes / no application / consistent ETL configurations / SQL / Tableau
Customer Support Production Engineer
SaaS Operations is responsible to manage and oversee the day to day operations associated with our SaaS and Managed Service offerings and Customer Support is responsible for the Enterprise 2nd level support.
This role is responsible for engaging in efforts to ensure and fix security, availability, scalability and performance of the network and systems infrastructure which deliver our services to customers from 2 remote data centers. This role will implement monitoring, reporting, troubleshooting and repair of the production systems. Additionally, the team is responsible for monthly data loads of client data, monitoring ETL and data processing, designing and executing data validation tools to streamline the process and remove points of failure.
The Production Engineer will also participate in efforts with regards to design and estimations for customer support enhancement projects. They will develop action plans for the resolution and/or resolve issues with problematic areas of the application or infrastructure for given customers. In the event that an issue is escalated to Solutions, Product Engineering or Pricing Science, this individual will act as the liaison between these Zilliant departments and Customer Support. The Production Engineer will assist in the design and estimations for Customer Support Enhancement projects. Responsible for projects/sub project deliverables, requirements gathering and initial estimates. They will follow Zilliant best practices and deployment methodologies to ensure quality deliveries of solutions from the Customer Support organization.
Customer facing ? This individual will provide expertise to customer business and IT departments.
This role is critical to support our strategic goal of launching and growing revenue from as a SaaS and Managed Service based offering and ongoing customer support profitability. This role will work both independently and as a team member, performing a mix of duties, in order to successfully define and create an operations and customer support infrastructure that allows us to grow and scale the SaaS Operations and customer support function within the company.
OPS responsibilities during delivery/implementation engagement
Assist in setting up development servers
Assist with the Installs of the baseline application for deployment teams
Ensures project teams have access and software/hardware necessary
OPS responsibilities during transition to support
Set up production hardware
Set up the final configuration of the application from DEV
Test access, availability and ensure users can access production environment
Essential Functions Saas Operations and Customer Support
Contribute to the process of developing and enhancing company standards and practices on delivering implementations for clients
A key player in the delivery of the SLA and works with customer support team to define and execute 24X7 customer support plan
Assists in coordinating response to major incidents, including post-incident reporting
Act as an escalation point to resolve client related issues
Liaise with Product Management, Development, and Technical Services to evaluate and prioritize potential product enhancements and bug fixes
Proactively identify, communicate, and mitigate risks associated with ongoing operations and new/planned release
Work closely with product management, development and QA teams to understand customer needs and define software projects
Work closely with the professional services team to understand the needs of each client implementation
Assist with the on-boarding of new customers
Essential Functions Customer Support
Ability to be player/coach
Driving effectivity and efficiency in the handoff to SS
Case prioritization for SS after hours work
Support Portal code development / change management / upgrades / bug fixes / enhancements
SQL and MSTR development for future reporting improvements
Developer of technical solutions for SaaS / Customer Support JIRAs
Assist in the triage SaaS cases to ensure that the right person is assigned to a case
Coordinate with product QA as needed
Coordinate with project directors as needed
Required
3+ years experience in a technical leadership role overseeing, hands-on software development experience is a plus
Experience supporting a critical client facing web application
Experience working in a structured change management processes for highly available environment consistently
Experience with network protocols for routing and access, as well as firewall/security experience
Industry knowledge and awareness on best practices, trends, and latest features of internet, SaaS, CLOUD delivered applications
Experience with planning, definition, scope management, client communication, issue tracking and status reporting
Experience in issue management and conflict resolution
Great organization, collaboration, communication, and coordination skills
Ability to work across the organization and collaborate with sales, services, marketing and account management
Ability to balance client demands with strategic objectives
Knowledge of Scrum, XP, Agile or similar methodology
BS in Computer Science or equivalent field
| Location: | 3815 South Capital of Texas Highway Suite 300 Austin, TX 78704 United States |
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Zilliant
Investors: Austin Ventures, Panorama Capital, Trellis PartnersAll Jobs: at Zilliant
| Web Site: | www.zilliant.com |
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| Headquarters: | 3815 South Capital of Texas Highway Suite 300 Austin, TX 78704 United States |
| Industry: | Software |
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