Sr Support Engineer

Beyondsoft Consulting, Inc. is a leading technical solutions and consulting partner. We combine emerging technologies and proven methodologies to tailor elegant solutions that solve complex challenges and empower our customers to accelerate their business goals. For the past 25+ years we have been providing a broad range of high-quality IT services, including staff augmentation, business process outsourcing, custom software solutions, test automation, digital enablement, and other software engineering and digital transformation services.

 

WHAT WE’RE ABOUT:

We believe that collaboration, transparency, and accountability are the values that guide our business, our delivery, and our brand. Everyone has something to bring to the table, and we believe in working together with our peers and clients to leverage the best of one another in everything we do. When we proactively collaborate, business decisions become easier, innovation is greater, and outcomes are better.

 

Our ability to achieve our mission and live out our values depends upon a diverse, equitable, and inclusive culture. So, we strive to foster a workplace where people have the respect, support, and voice they deserve, where innovative ideas flourish, and where people can unleash their brilliance. For more information regarding DEI at Beyondsoft, please go to https://www.beyondsoft.com/diversity/.

POSITION SUMMARY:

In this position, you will deliver value by collaboratively and quickly solving customer problems and providing proactive support advice to internal support teams. Act as a subject matter expert regarding product / configuration and will often employ sophisticated troubleshooting tools such as analysis of event logs, component traces, and performance traces to resolve customer issues. You will collaborate with experts from across the business, including our Development Teams.

WHAT YOU WILL BE DOING:

  • Quickly identifying customer issues to specific Azure Services or Azure Platform
  • Assisting in solving technically complex, strategic/high-profile, or long-running support cases that will require interaction with internal support teams and customers
  • Owning, troubleshooting, and solving customer technical issues; using collaboration, troubleshooting best practices, and transparency within and across teams (e.g., swarming)
  • Triaging and monitoring incident management requests to product group/engineering group
  • Advising on, and partnering with supportability program management team, to case deflection initiatives, automation, and other digital self-help assets to improve customer/ engineer experience
  • Building relationships and trust with internal support, account teams, and customers
  • Responding to and resolve critical customer issues by performing depth analysis work and engaging with the Engineering Group effectively
  • Developing tools, scripts to automate troubleshooting activities and explorer diagnostic opportunity on Tenant based monitoring/alerts.
  • Briefing partners to share knowledge, updates, and develop customer solutions efficiently
  • Acting as technical leader, mentor, and role model across your LOB
  • Identifying opportunities for knowledge sharing, technical coaching, and mentoring
  • Driving technical collaboration and engagement outside of CSS (Product Engineering teams/Services/Support/Regions)
  • Leading or participating in building communities with peer delivery roles; may be workload or specialty specific
  • Maintaining strong working knowledge of pre-release products through continuing education, conferences, etc.

MINIMUM QUALIFICATIONS:

  • 3+ years of experience in a technical support role (preferably Azure VM, Azure AKS, Networking, or Windows)
  • Solid understanding of container technology and fluency in Kubernetes.
  • Familiarity with one, or more, shell environments (BASH, sh, tcsh, ksh, etc.)
  • Experience with Linux script-based development environments and tools (PERL, Python, Ruby, PhP, Jenkins, etc.)
  • Experience administering Linux (boot process, file systems, network device and protocol configuration)
  • Familiarity with core OS services such as: SSH, telnet, FTP, NFS, DNS, DHCP, Samba, LDAP
  • Familiarity with Security, OS Internals concepts
  • Understanding of Virtualization concepts and virtual system administration
  • Understanding of container specific networking such as CNI
  • Familiarity with DHCP, VIPs, NAT, DNS
  • Familiarity with networking troubleshooting (ping, tracert, tracemon, tcpdump, etc.)
  • Understanding of load balancing and familiarity with relevant components such NGINX, Application Gateways, and NVA’s
  • Excellent problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems, determine root cause and develop solutions
  • English Language: fluent in reading, writing, and speaking.
  • Preferred Qualifications
  • BS in computer science or engineering
  • Kubernetes Administration Certification

WHAT WE HAVE TO OFFER:

Because we know how important our people are to the success of our clients, it’s a priority to make sure we stay committed to our employees and making Beyondsoft a great place to work. We take pride in offering competitive compensation and benefits along with a company culture that embodies continuous learning, growth, and training with a dedicated focus on employee satisfaction and work/life balance.

  • A competitive pay range of $50-$54 /hr (depending on experience).
  • 15 days per year of Paid Time Off (PTO).
  • 9 paid holidays per year (which includes 1 personal floating holiday).
  • 401(k) retirement plan with company match.
  • Eligible employees (and their families) are offered the following company-sponsored benefits: Medical, dental, and vision insurance, health savings account (HSA), short-term and long-term disability, employee assistance plan (EAP), and basic life and AD&D insurance.
  • Eligible employees (and their families) are offered the following voluntary employee-funded benefits: Health care flexible spending account, dependent care flexible spending account, commuter benefits, voluntary accident & critical injury coverage, voluntary long-term care coverage, and voluntary life and AD&D insurance.

 

Beyondsoft provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type with regards to race, color, religion, age, sex, national origin, disability status, genetics, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, and the full employee lifecycle up through and including termination.

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