Systems Engineer - Customer Advocate OpsCode
A Systems Engineer - Customer Advocate at Opscode works closely with the customer's top technical talent to ensure that they are able to fully utilize Opscode products and services
This role requires a candidate with solid communications skills and a deep understanding of infrastructure, systems and system engineering, and coding/scripting. The individual in this role will be expected to synthesize customer feedback, objectives and issues in order to help the customer reach problem resolution. Systems Engineer - Customer Advocates are expected to interact with and represent Opscode in the open source community, using tools such as blog posts and IRC.
Opscode is a strong DevOps environment, and all System Engineer - Customer Advocates are expected to work closely with both the development and operations teams. This includes attending meetings and developing relationships required to resolve help tickets and grow as an Opscode team member.
The position can be remote/telecommuting, but applications will be more competitive from states where we already have one or more employees: Arizona, California, Colorado, Delaware, Florida, Georgia, Illinois, Maine, New Jersey, Maryland, New York, North Carolina, Oregon, Texas, Washington.
Engages and collaborates with other Opscode employees and with Opscode partners in gaining resolution to critical, complex issues in system design/execution as related to Opscode products. This process will require:
Investigating any apparent technical discrepancies/deficiencies within the Opscode product line, often based upon verbal description and/or remote investigation, understanding the technical issues present
Diagnosing and troubleshooting the problem remotely, which frequently will require re-creating a virtual version of the system environment used by the customer.
Performing testing and analysis to evaluate the solution for the discrepancy/deficiency
Representing Opscode in relevant customer communications, responding to questions on system automation//configuration management/continuous delivery software, including such software's configuration, use, and functionality, and leading resolution of technical issues.
Performs system-level testing and analysis for potential problems for solutions using existing or new versions of Opscode products as interfaced with hypothetical third party equipment, systems, or software.
Participates in daily ticket triage.
Participates in the distribution of support tasks among the members of the System Engineering staff.
Takes proactive ownership in identifying and recommending product improvements based on key data points.
Drives a great customer experience with each support incident, contributing to customer satisfaction and loyalty and amplifying the value of Opscode products and services.
3+ years experience in Systems Engineering / Administration with firm understanding of Unix/Linux and Windows architectures.
2+ years experience with system and application services scripting and general programming languages. Additional scripting or programming language exposure and experience a bonus.
Previous experience working in technical support or in an administrative, consulting or development capacity on an enterprise client or server product.
Passion for learning, collaborating with others and being an all-around customer advocate.
A love for debugging complex technical issues at every level of a modern application stack.
Experience with automation tools such as Chef preferable.
Experience with version control (e.g. git) is preferable
Experience with TCP/IP networking and web services is a plus.
Experience in high availability design and troubleshooting (e.g. drdb, keepalived) a plus.
Strong written communications skills mandatory for this role. You will be tested on your ability to write cohesive, cognitive and concise customer communications during the interview. Ability to communicate effectively under pressure is absolutely mandatory.
Benefits are awesome ? a competitive salary, equity for all, solid medical/dental benefits, 401(k), telecommuting, flextime, a variety of interesting projects, and brilliant co-workers.
Principals only, please, no recruiters.
||Seattle, WA |