Product Operations Engineer

Bangalore-India, Mountain View-CA
Posted 7 months ago

As an Aerospike Product Operations Engineer, you will be part of a global team in charge of supporting a wide range of Aerospike production deployments across cloud and bare metal environments. You will be responsible for handling and driving to resolution a variety of issues, from configuration to performance tuning (hardware and software) and will have a great opportunity to become a scale warrior!

Responsibilities

  • Work hand in hand with customers on production clusters issues and tuning.
  • Handle customer cases via web-based ticketing system, email, voice and chat.
  • Keep precise and detailed records in the ticketing system of all actions taken.
  • Escalate and route appropriately to relevant SME while owning and monitoring the communication with the customer.
  • Analyze logs and other monitoring data.
  • Provide input for tools that help diagnose and alleviate common issues and help implement such tools.
  • Guide customers through new deployments.
  • Regularly work flexible schedule and share on ­call duties.
  • Capture knowledge and write thorough documentation for best practices, known issues and their resolutions.

Minimum Qualifications

  • 3+ years of work experience in a 24 x 7 technical customer service field, ideally with experience in:
    • Establishing and maintaining client / server environments, including troubleshooting configuration and networking issues.
    • Large­-scale distributed database architectures.
    • World­-class distributed system technology including clustered system, distributed database, distributed computing, distributed storage, etc.
  • Excellent technical, troubleshooting and analytical skills.
  • Excellent communication skills, both written and verbal.
  • Solid Linux operating system experience.
  • Ability to switch context efficiently between cases while staying proactive.
  • Comfortable being on week-end on-call duty approximately 1 day a month.
  • Ability to handle customer interactions with professionalism, empathy and diplomacy, in all situations.
  • Ability to effectively communicate technical concepts to a variety of audiences with different technical levels.

Preferred Qualifications

  • Programming and/or scripting experience.
  • B.S. in Engineering or Computer Science.
  • Knowledge in data center and cloud deployments.

If you are interested in this position, please email us to apply for this job with a cover letter and resume.