Desired Skills and Experience

  • Triage incoming support requests or problem reports,

either handling them personally or delegating them to the relevant Build Engineering team member.

  • either handling them personally or delegating them to the relevant Build Engineering team member.
  • Triage alerts from the monitoring systems in the same way.
  • Analyse trends from user interactions with our team to find the highest friction points and inefficiencies in the system.
  • Modify our systems and processes to prevent the problems/questions arising again.

Includes curating knowledge base articles and documentation.

  • Includes curating knowledge base articles and documentation.
  • Responding to support requests from users of the build platform, coming from several channels.
  • Working with team members to identify, analyse and resolve issues in the build platform or associated tooling.
  • Developing, testing and deploying changes to said build platform and tooling.
  • Ensuring relevant information is communicated clearly between users and the Build Engineering team.
  • Developing and implementing tools and processes to further automate and scale the support provided to the users.
  • Strong verbal and written communication ability.
  • A desire to help others with their technical problems, even if trivial or repetitive.
  • Analytical and systematic approach to problem solving.
  • Ability to multi-task.
  • Understanding of continuous integration and continuous deployment.
  • Proficient Linux system administration skills.
  • Ability to develop small tools in common scripting languages.
  • Experience providing support to a technical user base.
  • Familiarity with AWS services.
  • Familiarity with providing services using Docker.
  • Ability to configuration and maintain operating systems and their packages, e.g. Apache, Tomcat, PostgreSQL.
  • Knowledge of and experience with DevOps practice and philosophy.
  • Experience with incident management.
  • Experience with Java/J2EE, either programming or administration, including Java-specific performance issues.
  • Knowledge of SQL and experience with relational databases such as PostgreSQL.
  • Interest in learning new programming languages and frameworks.
  • Ability to perform monitoring, metrics and log analysis of production servers using common tools, e.g. Datadog, Nagios, collectd, logstash, graphite.
  • Ability to manage configuration with one or more of the following configuration management tools: Puppet, Chef, Ansible, Salt, CFEngine.

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