Job Overview:

The team is seeking experienced Software Support professionals to provide Technical Support for the Predix Cloud: The Software Platform for the Industrial Internet. The Cloud Support Engineer needs to have experience with supporting applications on the cloud that have services-based architectures; strong communication skills, and a motivation to achieve results in a fast paced environment.

Responsibilities:

• Responsible for taking direct support cases from users of the Industrial Cloud PaaS & SaaS customers
• Apply advanced troubleshooting techniques to provide unique solutions to our customers' individual needs
• Troubleshoot application alerts from monitoring tools and follow SOPs to resolve or escalate appropriately
• Work directly with service architects to help reproduce and resolve customer issues
• Drive customer communication during critical events and lead retrospective meetings
• Drive projects that improve support-related processes and our customers’ technical support experience with minimal guidance
• Write tutorials, how-to videos, and other technical articles for the customer community and knowledgebase articles and keep them up-to-date
• Work on critical, highly complex customer problems that may span multiple services
• Participate in 24x7 on-call rotation and work with global teams
• Collaborate with cross functional stakeholders

Provide mentorship and guidance to team members

Qualifications / Requirements:

• B.S or M.S in a technical field, such as Computer Science or Information Systems
• 7-10 years of experience in the technology space with emphasis on cloud/online service operations or SaaS/PaaS Technical Support or Application Support
• Working experience with Java applications, networking concepts, virtualized environments, continuous integration, deployment and monitoring tools
• Strong working experience with Java, Database and Unix/Linux and scripting skills.

Desired Characteristics:

• A technical engineer, with extensive experience in solving challenging issues in high pressure environment
• Experienced with agile/iterative project methodology such as Scrum, preferably with experience using agile project management tools such as JIRA or Rally
• Excellent communicator, works well in a team environment, and welcomes challenges
• Self-starter with ability to manage multiple priorities in a fast paced work environment
• Strong problem solving and analytical skills demonstrated the ability to assimilate new information and understand complex topics
• Background and experience in emerging technologies in cloud, IaaS, PaaS, SaaS and Microservices architecture
• Experience with monitoring and logging tools: New Relic, Nustar, Sensu, Nimsoft Splunk, Logstash