Customer Operations Solutions Engineer

WuXi NextCODE Genomics 20. Sep 2018 Fullt starf

Job summary

We’re looking for an enthusiastic and talented individual to join our Customer Operations team in as a Solutions Engineer. This position can be located either in Cambridge, MA or Reykjavik, Iceland. You will work across a challenging variety of customer issues and needs. To be successful, this person will need to quickly analyze the root cause of an issue, triage, and resolve if possible, or escalate internally. This person will need to work closely with external and internal stakeholders in an organized fashion. You will be working with the DevOps team in an Agile fashion on a day-to-day basis. Strong problem-solving skills, proactivity, documentation and organizational skills will be key to success in this role. The customer operations team is responsible for the health of customer environments, so a customer centric mindset is a key element in this role.

Specific responsibilities include:

Onboarding new customers onto the Wuxi NextCODE platform Proactively assisting our current customers with technical issues that may arise with their solution implementations Troubleshooting and performing root cause analysis. Identifying and providing timely workarounds and solutions when possible, to meet customer’s business needs Reproducing issues in-house when possible and file support tickets. Working with DevOps, Engineering and Product Management to prioritize, as a customer advocate, to get resolutions in next release.  When possible, analyzing code and participating in engineering processes to develop and deploy defect fixes as service packs/hotfixes Proactively staying in communication with customers, manage expectations properly to avoid escalations. Being a strong voice of customers during engineering planning and align with WuXi NextCODE Technical Project Managers Assisting through release cycles in testing new features, enhancements and defect fixes Assisting Technical Services teams with technical solutions in new client implementations Participating as key technical lead in customer onboarding of minor product enhancements or report development Designing and writing up requirements for any improvements to monitoring, performance, or automation tools for DevOps to build

Requirements:

  • 2+ years of relevant experience doing installation, support and/or testing for a software development company. Startup experience is a plus

  • Customer-centric mindset is essential

  • Basic infrastructure troubleshooting

  • Understanding of Network protocols and experience diagnosing connection-related issues

  • Experience analyzing log files and reports from both hardware and application sources

  • Works well within a team and can engage in constructive discussions

  • Ability to work on issues independently and resolve issues with clients and team members in a proactive fashion

  • Thorough documentation ability (Confluence) and maintain / update progression in tickets (Jira)

  • Understanding of and experience with test/behavior-driven functional and regression testing (to help with testing during release cycles)

  • Excellent written and verbal communication skills

  • Maintain a cool head under pressure

Preferred qualifications:

  • Bachelor’s degree in Computer Science or related major

  • Experience with using AWS services such as: Amazon EC2 (Autoscaling, Load Balancers, EBS volumes); Amazon VPC (Subnets, route tables and networks); Amazon Route53; Amazon RDS

  • Experienced and committed to using automation tools to provide scalable and repeatable operational processes

  • Experience with Docker and container orchestration platforms such as Kubernetes is a plus

  • Experience with other cloud providers such as Google Cloud and Azure a plus

Our technology stack includes:

  • Red Hat and CentOS

  • AWS, Azure and Google Cloud

  • CloudFormation and Terraform

  • Ansible and Ansible Tower

  • Red Hat IDM

  • Prometheus, Grafana and ELK

  • Postgres and Oracle

  • Python, Ruby and NodeJS


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