Orkes is looking for a high-caliber customer facing engineering professional to join its Engineering team. You are a fit if you thrive in a fast-paced culture that values essential communication, collaboration, and results. You are a self-motivated, detail-oriented individual with an eye for automation, process improvement, and problem solving. In this role you will have the ability to influence engineering as well as the way customers use and troubleshoot our software. You will play a major role in scaling Orkes as it grows its customer base.
Your day-to-day at Orkes:
-Specialized in debugging complex customer issues. This is what you will be doing the majority of your time in this role.
- Triage and solve incoming support requests via Zendesk within SLA, including classifying high & urgent severity cases and escalating to management only when appropriate.
-Document and record all activity and communication with customers in accordance to both internal and external security standards.
- Collaborate with Engineering and Account Executives to schedule, coordinate, and lead customer debugging calls.
- Contribute to product documentation, customer knowledge base, and best practices guides.
- Continuously improve processes and tools for normal, repetitive support tasks.
-Independently perform troubleshooting using available knowledge resources.
- Handling all types of customer and business situations: assessing severity and impact, escalating to management when appropriate.
- Increasing technical expertise via reading technical documentation, self-driven discovery of the product features and attending training sessions.
- Mentoring, coaching or training support team members.
- Performing after-hours/week-end on call duty periodically.
-Fixing the complex issues with in-depth analysis of code and configurations.
- Communicate with higher management on technical escalations with summary, challenges and next steps.
Qualities that will help you succeed:
-At least 6 years of Support Engineering or Solutions Engineering and technical escalation experience is a plus.
-A minimum of 6 years DevOps Engineering or Software Engineering experience.
- Proficient in one of the following languages: Java, C#, or GoLang.
- Possess the following attributes: Ownership, Confidence, Positivity and Adaptability.
- Strong written and verbal communication skills technical writing experience a plus.
-Well-organized, Team player, excellent work ethic, attention to detail, and self-starting.
-Experience troubleshooting and resolving urgent, high-visibility technical problems.
-Familiarity with Distributed Systems, Microservice architecture, and Containers.
-Experience as a site reliability engineer is a bonus.
-Working knowledge of one of the 3 major cloud providers (AWS, Azure, GCP) Ability to find the trend of recurring issues and overall issues of one account.
-Excellent problem solving, analytical, and troubleshooting skills.
-Curious mindset with the drive to continuous learning.
