Application Support & Cloud Operations Engineer’s

THE ROLE

The Application Support & Cloud Operations Engineer’s chief responsibility is to support our SaaS and on-premise customers, while maintaining the cloud infrastructure and uptime.

An Application Support & Cloud Operations Engineer is a hybrid role. As such, the position requires someone who is a tenacious problem solver, very organized, self-motivated and able to work independently. You’ll work as a member of a small, high-end team who believes that world class support is critical to customer success. Every day will bring new and exciting challenges on the job while you:

  • Field and manage technical customer issues via phone, chat, email, and remote web sessions
  • Engage with Development, QA and Product teams daily in bringing cases to resolution and providing a voice for our customers
  • Install, configure, support, and optimize iRise applications within customer’s internal network and our hosted environment
  • Write public knowledge articles for self-help
  • Create technical documentation that can be referenced by peers as formal processes and procedures to follow while completing daily tasks
  • Leverage Ansible configuration management for SaaS deployments and updates.
  • Automate frequent tasks via scripts and Ansible plays
  • Maintain Information Security policy as it relates to the cloud environment

WHAT IS NEEDED

Required

  • 3+ years experience in a 24×7 high-availability production environment
  • In depth understanding of TCP/IP LAN/WAN networking technologies and troubleshooting techniques
  • Knowledge of AWS, specifically VPC, EC2, SG, R53, S3, CF
  • 3+ years Linux/Windows System Administration in a complex data center environment
  • A background in automating the management of a data center
  • An understanding of Tomcat configuration and troubleshooting
  • Experience with hardware or software based firewalls, load balancers and proxy servers
  • Experience with virtualization technologies such as VMWare
  • Experience in monitoring, metrics collection, and reporting using open source tools.
  • Experience with one of kickstart, chef, puppet, salt, ansible
  • Good knowledge of scripting languages such as Shell, Awk, Sed, Perl, Python, etc.
  • Good understanding of PKI.
  • Experience working with offshore and distributed teams (follow-the-sun)
  • Excellent organizational skills, and oral and written communication skills
  • Ability to work with minimal supervision, making decisions based upon priorities, schedules and an understanding of business initiatives.
  • Providing rotational on call support
  • A thorough background check and references will be required.
  • BCS degree or Equivalent experience

Preferred

  • Experience monitoring and tuning Java
  • Experience with relational database technologies such as MySQL
  • Industry certifications, preferably RHCE, CCNA, CCNP, and MCSE
  • Good understanding of Software Development Lifecycle
  • Security compliance experience, such as PCI, HIPAA, FISMA, ISO 27001 or SOX

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Senior Customer Success Consultant

LOCATION: North America

THE ROLE

We are looking for exceptional Customer Success professionals to drive our clients’ long term success with our unique platform. As a member of our Customer Success organization, you will deliver services & solutions to educate and on-board new clients. You will also help grow adoption of our platform at established global accounts, evangelize & demonstrate platform capabilities, build long term relationships with clients & develop opportunities for services engagements & account expansion. You will work 50% on-site with a diverse array of customers in North America, Europe and India – from AT&T to MetLife to Lego – and support these clients 50% on a remote basis.

Our ideal candidate…

  • Wants to join an exciting company that is helping thousands of companies change the way they define and design software.
  • Advocates for our clients and helps them realize unreasonable value from our software and services.
  • Develops a strong understanding of client and market needs and develops new services and service lines to address these needs.
  • Enjoys working with product owners, business analysts, designers, and technical resources – as well as senior management – at industry leading, global clients.
  • Is a dedicated student of our domain – the emerging intersection of agile development, user centered design and requirements management.
  • Quickly understands our client’s challenges with defining and developing great software, devises creative and practical approaches to meeting those challenges.
  • Takes personal responsibility for the success and growth of assigned clients and builds trusted relationships with those clients.
  • Educates our clients on applying our platform in real-world situations.
  • Evangelizes our platform to grow awareness at new and existing clients.
  • Is comfortable consulting with senior executives – and getting into the details with technology practitioners.

DESIRED SKILLS AND EXPERIENCE

  • At least 4 years’ experience in a customer facing technology oriented consulting, customer success or account management role, preferably with a global systems integrator or enterprise software provider.
  • Strong understanding of and hands-on experience with Agile and Lean software development practices, as well as understanding of more traditional requirements management approaches.
  • Strong understanding of Product Owner and Business Analyst roles in a Global 2000 setting.
  • Experience in creating and delivering end-user application training and software solution demonstrations
  • Understanding of XML based REST APIs, public and private cloud delivery models, SAML, LDAP and SSO.
  • Familiarity with one or more ALM platforms like Atlassian JIRA, HP Application Lifecycle Management, IBM Rational DOORS Next Generation or Microsoft Team Foundation Server.
  • Familiarity with ALM Integration tools like Tasktop Sync, Kovair Omnibus or OpsHub Integration Manager desired but not required.
  • Excellent inter-personal, written, verbal, and presentation skills
  • Strong analytical and problem solving skills

Apply for Position

Customer Success Associate

LOCATION: North America

THE ROLE

We are looking for exceptional Customer Success professionals to drive our clients long term success with our unique platform. As member of our Customer Success organization you will deliver services and solutions to educate and on-board new clients, help grow adoption of our platform at established global accounts, evangelize and demonstrate platform capabilities, and build long term relationships with clients. You will work 50% on-site with a diverse array of customers in North America, Europe and India – from AT&T to MetLife to Lego – and support these clients 50% on a remote basis.

Our ideal candidate…

  • Wants to join an exciting company that is helping thousands of companies change the way they define and design software.
  • Advocates for our clients and helps them realize unreasonable value from our software and services.
  • Enjoys working with product owners, business analysts, designers, and technical team members – as well as senior management – at industry leading, global clients.
  • Is a dedicated student of our domain – the emerging intersection of Agile development, User Interface Design and Requirements Management.
  • Quickly understands our client’s challenges with defining and developing great software, devises creative and practical approaches to meeting those challenges.
  • Takes personal responsibility for the success and growth of assigned clients and builds trusted relationships with those clients.
  • Educates our clients on applying our platform in real-world situations.
  • Evangelizes our platform to grow awareness at new and existing clients.
  • Is comfortable consulting with senior executives – and getting into the details with technology practitioners.

QUALIFICATIONS

  • At least 1-3 year’s experience in a customer facing technology oriented consulting, customer success or account management role, preferably with a global systems integrator or enterprise software provider.
  • Understanding of Agile software development practices, as well as understanding of more traditional requirements management approaches.
  • Strong understanding of Product Owner and Business Analyst roles in a Global 2000 setting.
  • Experience in creating and delivering end-user application training and software solution demonstrations
  • Understanding of XML based REST APIs, public and private cloud delivery models, SAML, LDAP and SSO.
  • Familiarity with one or more ALM platforms like Atlassian JIRA, HP Application Lifecycle Management, IBM Rational DOORS Next Generation or Microsoft Team Foundation Server.
  • Excellent inter-personal, written, verbal, and presentation skills
  • Strong analytical and problem solving skills

Apply for Position