We are Narrative Science, the leader in automated narrative generation for the enterprise. Our natural language generation platform, Quill™, analyzes data from disparate sources, understands what is important to the end user and then automatically generates perfectly written narratives, customized to the intended audience, at unlimited scale.  Our goal is to quickly get people to that “aha” moment, without the need for vague interpretation or conjecture. Quill™ exists thanks to a team of creative, intelligent and passionate individuals.  

Narrative Science is currently seeking a Customer Support Engineer for its Chicago office. In this role, you will work as part of a small, tight-knit DevOps team and will be responsible for handling escalated issues from our level 1 support and QA teams, proactively improving our internal systems monitoring, and helping to ensure that Narrative Science meets client service level agreements. The successful candidate will be a software developer with a desire to learn about the systems and infrastructure side of the engineering equation.  

Key Responsibilities

• Take ownership of high priority customer issues and work closely with engineering staff to diagnose, reproduce and to fix technical problems, thus minimizing any downtime
• Improve how we monitor systems to ensure that all vital services are monitored prudently, alerts are actionable, and client SLAs are met
• Identify automation opportunities, design and develop automation solutions to improve operations efficiency
• Dive deep to resolve problems at their root, looking for failure patterns and suggesting fixes.
• Assist in writing technical documentation for our engineering team   
• In collaboration with our systems administrators, perform ongoing maintenance of our cloud based services and infrastructure

• BS in Computer Science, Engineering, another science, or 2-3 years industry experience
• Experience with cloud/virtualization technologies and/or Linux system administration
• Strong development skills.  Preferably in one of the following domains: Python, javascript
• Experience working with and debugging web applications

• Affinity for a dynamic work environment that encourages education, cooperation and teamwork
• Ability to work on and contribute to cross functional teams, including engineering, product, and professional services team members
• Collaboration skills and a love of learning
• Strong attention to detail and the desire to learn our technology stack and platform
• Strong communication skills, both verbal and written