Essential Responsibilities:.Essential Responsibilities:In this role you will:· Be responsible for taking direct support cases from users of Cloud PaaS & SaaS customers· Apply advanced troubleshooting techniques to provide unique solutions to our developers· Work on critical, highly complex problems that span across multi layers of technology stack· Work directly with service architects to help reproduce and resolve customer issues· Drive customer communication during critical events· Drive projects that improve support-related processes and our customers’ technical support experience· Write tutorials, how-to videos, and other technical articles for the customer community and knowledgebase articles and keep them up-to-date· Work on critical, highly complex customer problems that may span multiple services· Participate in 24x7 on-call rotation and work with global teams· Collaborate with cross functional stakeholdersQualifications/Requirements:Basic Qualifications:· Science/Engineering OR “STEM” Majors (Science, Technology, Engineering and Math)· 7-10 years of experience in the technology space with emphasis on cloud/online service operations or SaaS/PaaS technical support or application supportEligibility Requirements:· Legal authorization to work in the U.S. is required.· Any offer of employment is conditioned upon the successful completion of a background investigation and drug screen· Must be willing to travel less than 10%· Must be willing to work out of an office located in San Ramon, CADesired Characteristics:· A technical engineer, with extensive experience in solving challenging issues in high pressure environment· Experienced with agile/iterative project methodology such as Scrum, preferably with experience using agile project management tools such as JIRA or Rally· Excellent communicator, works well in a team environment, and welcomes challenges· Self-starter with ability to manage multiple priorities in a fast paced work environment· Strong problem solving and analytical skills demonstrated the ability to assimilate new information and understand complex topics· Background and experience in emerging technologies in cloud, IaaS, PaaS, SaaS and Microservices architecture· Trouble shooting experience with SOAP/REST Web Services and cloud computing· Working experience with Java applications, networking concepts, virtualized environments, continuous integration, deployment and monitoring tools· Strong working experience with Java, Database and Unix/Linux and scripting skills
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