Production Product Engineer (Linux)
The Product Engineer role functions as part of the Product Operations team helping to deliver best-in-class customer success.
This role will interface directly with our corporate clients, providing technical support through superior troubleshooting and root cause analysis.
Acting as an extension of our client’s technology team, you will make recommendations on best practices and facilitate training sessions to educate and knowledge share as required.
Act as a trusted advisor to our customers in various engagements ranging from technical product support to analysis of business constraints
Serve as a subject matter expert for broad and complex technical issues, providing first call resolution through phone and email support channels.
Promote self-serve capability through automation and development of new tools enabling customers to service their needs more rapidly.
Create tools internally to eliminate repetitive tasks
Provide product training sessions to our customer by educating them on best practice usage of the platform
Create technical documentation and solutions to improve Mean Time To Resolution(MTTR)
Proactively monitor customer heat levels to mitigate any near or long term risk, reducing probability of churn.
Keep the customer apprised of new functionality in upcoming product releases and partner with the account team to ensure successful adoption of upcoming enhancements.
Identify process gaps and create service improvement plans to address with measurable goals
Responsible for overall customer satisfaction measured through survey tracking and feedback
Participate in an on-call rotation providing after-hours technical support
TECHNICAL QUALIFICATIONS :
Experience working with Web Service applications is mandatory
Experience in UNIX / Linux operating system and system administration
Experience in scripting with Bash / Perl
Configuration management experience using tools such as Puppet, Chef or Ansible
Experience working with Apache / Tomcat
Experience with Database administration (Oracle DB, MySQL, Microsoft SQL)
Experience providing technical support over the phone and email to enterprise customers mandatory
Experience managing and administering PBX phone systems such as Asterisk
Object Oriented programming in Java is considered a nice to have
WHO YOU ARE?
You have the ability to work in a fast paced environment adapting to changing priorities
You are focused and detail oriented but know when to seek help from others
You have excellent written and verbal communication skills to articulate problems and solutions to both technical and non-technical audiences
You possess superior troubleshooting and analytical skills to determine the root cause of issues
You strive to identify areas of improvement and work proactively to prevent issues from occurring
You are a self-starter with an appreciation for tackling technical challenges of varying complexity
You are diligent when making decisions and can easily justify your actions.
Working hours / shift : 8-4 and 1-9