Narrative Science is the leader in Advanced NLG for the enterprise. Its Quill™ platform, an intelligent system, analyzes data from disparate sources, understands what is interesting and important, then automatically generates perfectly written narratives to convey the right meaning from the data for any intended audience, at machine scale. It excels where data visualizations fall short: it identifies and conveys relevant information in conversational language that people can immediately comprehend, trust and act on.

We are looking for a DevOps Engineer - Deployment who is excited to work with revolutionary technology. We're a group of passionate individuals working together on game-changing technology—and having a lot of fun while doing so. Our core values are ingrained in everything we do, from how we develop our technology to how we interact with customers to how we hire people. The person coming into this role must be effective working in a collaborative team environment, and passionate about the hard work of delivering an exceptional customer experience.

The DevOps Engineer - Deployment will provide customer support and assist with installation services for products deployed as a physical or virtual appliance on-premise.  This person will be working in a highly technical environment, performing customer installs, supporting customer inquiries, and educating customers on service offerings.

Responsibilities

• Act as the technical support lead for Narrative Science’s on-premise customers and provide Tier 3 platform support aligned with those dedicated accounts, prioritizing workload in-line with the focus of the overall business
• Complete technical RFPs and information security surveys as needed for prospects and clients
• Travel to client sites to install, upgrade, and maintain Quill
• Investigate and resolve incoming questions and issues in a timely and effective manner
• Work with senior engineers to progress advanced technical issues and escalate when appropriate.
• Document all customer contact and activity, including troubleshooting steps and problem resolution
• Create knowledgebase articles and internal documentation on Narrative Science’s on premise deployments

Requirements

• 3-5 years of hands-on experience supporting enterprise software services
• Experience resolving complex product issues in a Linux/UNIX environment
• Familiarity with enterprise environments: Directories (LDAP, Active Directory)
• Exposure to networking, firewalls, routing issues, WAN, VPN, Proxy, and DNS
• Understanding of protocols DNS, SMTP, SFTP, HTTPS, SNMP, SSL, SSH etc.
• Strong Customer service skills with high level of professionalism and ability to work in complex situations
• Outstanding oral and written communication skills with both technical and non-technical audiences
• Must be able to travel 5-7 days per month (average) to provide on premise support to customers

Preferred Requirements

• Working knowledge of AWS, cloud computing
• Familiarity with high-level languages such as Python and Node.js