What are the responsibilities and job description for the Technical Support Engineer position at InfluxData?
When something is broken, do you want to figure out why?
When you figure out why, do you explain the process to your friends?
Join our growing support team to level up on cutting-edge technology, Golang, Open Source community management, SaaS operations, and to collaborate with our wide range of customers and partners.
As a Support Engineer, you'll respond to support questions from our range of customers, collaborate with the developers and product teams on characterizing, reproducing, and fixing issues, add to our documentation and training materials, host webinars, and work with our open-source community on GitHub and elsewhere. You will be a key part of our 24/7 support presence, supporting our on-premise customers and SaaS users.
We're looking for candidates who value continual improvement, building tools and teachings that benefit the open source development community.You'll need to be open to experimenting, which means that sometimes you will fail. (That's okay -- every mistake is also a lesson.) You'll need the persistence to find a solution without a flowchart laying out the entire process.
The Support team is a good home for people who like to leave things better than they found them. We are people who say "I'll learn!" rather than "I don't know."
Responsibilities:
* Support a global customer base via GitHub, community, email or ticketing systems
* Demonstrate ownership, follow-through with customers and drive issues to resolution
* Reproduce customer issues and test new product functionality
* Partner with customers to achieve their desired goals by illustrating best practices
* Adhere to contractual SLAs for responsiveness
* Update and extend documentation
* Participate in on-call rotation
* Communicate recurring issues, challenges, and roadblocks in a timely manner.
Qualifications:
* Experience in a customer-facing position
* Excellent English written and verbal communication skills
* Empathy for people facing technical challenges
* 4 years of technical work experience: support, development, engineering, etc.
* Significant experience in Linux-based application hosting environments, administration experience a plus
* Proficient in at least one scripting language (Ruby, Python, Bash, etc.)
* Wide-ranging knowledge in database concepts, database clustering, HA services, load balancing, automation, monitoring and configuration management.
* Knowledge of Networking and HTTP(S)d
* DevOps experience on public cloud environments
* Experience with containerization in a production environment.
* Experience working with RESTful APIs
Nice to have:
* Familiarity with Automation tools such as Ansible, puppet
* Software development experience, particularly Golang is a plus
* Git or other version control systems experience
* Familiarity with system monitoring tools and practices (nagios, zabbix, Zenoss, Sensu, Chronograf)
* Documentation or tech writing experience
* Professional Services or Training experience
* Multi-lingual
* Experience with time-series data tools