Systems Engineer - Customer Advocate OpsCode
THIS JOB HAS EXPIRED Here's a few unofficial screening questions: do you like to learn new technologies? Given a superior product to support, are you passionate about helping customers have a great experience? Have you heard about Chef? Are you ready to prove your system chops to the world?
Opscode has created the leading cloud infrastructure automation software on the planet. We employ some of the most well-known and respected software developers, systems architects, and operations engineers in the world, who have built, designed and operated web applications you use every day. Our open source project, Chef, includes corporate contributions from Facebook, HP, Dell, VMware, Rackspace and hundreds of other leading edge technology companies.
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.
This position can be done from any location, but candidates in Mountain and Pacific time zones are preferable at this time. The most preference will be given to candidates in states in Mountain and Pacific time zones where we already have a corporate presence. These are: Arizona, Colorado, Oregon, and Washington.
Note that this position does require an on-call rotation with he rest of the team.
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.
||Seattle, WA |
THIS JOB HAS EXPIRED