Team Responsibilities

• Establish a customer facing function, and mananage customer outreach and messaging ensuring premium services customers are aware of, scheduling and utilizing available entitlements for assistance.
• Establish and manage a future customer facing solution gallery and request process via a future request portal/tool.
• Establish and report on metrics to track hour balances and risks, as well as aligning outstanding on-demand entitlements with other Customer Success Group (CSG) and Sales initiatives for growth, expansion and churn/downgrade prevention.

About You

• You have the required years of demonstrated work experience in areas such as:
  • IT Operations, Network Operations, Enterprise Monitoring or similar as an engineer, administrator, architect or consultant working with monitoring,  ticketing and IT Service Management process (incident response, change, configuration, problem management)
  • Consulting, Professional Services or member of IT services or operations delivery teams responsible for the implementation process from design to delivery. You partner with customers to help design and build integrations to provide awesome implementations
  • Solutions Consultant, Sales Engineer, Customer Support Specialist or Customer Support Engineer with experience working with customers in pre/post sales areas like solution design, proof of concept, paid trials/evaluations, integration development, implementation and support, etc.

• You are a problem solver. You identify potential roadblocks and provide thoughtful solutions. You are excellent at multitasking, are self-driven, and can work both independently and with a cross-functional team. You come up to speed quickly, love to learn, have a strong working style and impeccable attention to detail. You are comfortable running multiple simultaneous customer engagements and able to manage multiple threads within those engagements
• You are an excellent and compelling communicator and have strong command of the English language, both spoken and written. You can break down complex technical concepts and explain them clearly to partners from business and technical backgrounds, from a DevOps engineer up to a C Level Executive. You have experience implementing technology solutions in the SaaS world and can articulate the solution to all levels in the customer organization.
• You are an extraordinary partner – to sales, to product, to your team, to your customers. Depending on the situation, you play the part of project manager, architect, consultant, technical guru, product expert, leader, evangelist, and teacher, with a relentless commitment to outstanding customer service.

 REQUISITOS

1-7 years core hands on experience below (we are looking for junior, semi-senior and senior engineers):

• Working with common PagerDuty integrated monitoring systems (DataDog, Dynatrace, Nagios, New Relic, Splunk, Zabbix, etc) and event/alert notification practices in IT and DevOps/SRE environments (must have hands on experience with multiples of these solutions: https://www.pagerduty.com/integrations/ )
• Working with scripting languages like Python, Javascript, Go, or Rust, especially within an AWS Lambda/Azure Function and stand-alone automation, scripting and tooling context
• Working with common SaaS and traditional software APIs (REST, SOAP, Web Services), webhooks, etc. as part of scripting and tooling development, integration development, and ETL like (data export/imporl) activities.
• Working with ITSM solutions like ServiceNow (ITSM, ITOM, CSM), Atlassian Jira (Server/Cloud), BMC Remedy (ARS, Helix, RemedyForce), Salesforce Service Cloud, Zendesk, Cherwell, etc. as an end user, administrator or developer
• Working with IT automation (workload, runbook, process, configuration) solutions such as Rundeck, Ansible, Puppet, Chef, Resolve (Aeyhu), UlPath, Automation Anywhere, etc.
• Working with infrastructure as code (laC) and common DevOps/SRE toolchains (GitHub, Terraform, Chef, Artifactory, JFrog, Nomad, Consul, Vault, Atlantis, etc)
• Working with Unix, Linux and Windows based operating systems, virtual machines, containers and the installation, configuration and deployment of packaged software solutions into those environments

Supporting Characteristics and Experiences

• Comfortable working on multiple projects, assignments or tasks simultaneously and breaking work down into detailed project plans, time and effort estimates, and tracking daily in time management tools like Salesforce, Asana, Gainsight, Everhour, etc.

• Relatable work experiences aligned to cultural values of “Take the Lead”, “Run Together”, “Acknowledge and Own”, “Champion the Customer” Problem solving, critical thinking, innovation, time management.

• Hands-on experience working with AWS, Azure or GCP services (EC2, Lambda, S3, RDS, API Gateway, DynamoDB, lAM) and the design, development and deployment of solutions using these within production environments.

• Comfortable working in a “shared on-call” environment supporting their deployed production solutions.

 BENEFICIOS

• Personalized English Classes once or twice per week (1 hour each class) if needed.
• Remote culture always.
• Bonus:
  • Two times in the year: September 18th and December 25th.
  • 10% of the monthly salary if the employee has less than one year in the company.
  • 15% of the monthly salary when the employee has been in the company for more than one year.
• Variacode Stock Options if the employee has been in the company for more than one year.
• Paid Leave days.

Additional Programs:

• 5% sales commissions if you bring a sales opportunity, and the opportunity is won.
• USD $500 if you bring a new employee using our referral program