Infrastructure Engineer
Overview
kCura is a global company with team members who are driven by our customers to build exceptional software for them to use every day. Our product, called Relativity, handles large volumes of data and helps corporations, law firms, and government agencies solve their own unique data problems.
The way we work together is centered on our core values of collaborating, communicating, pushing to exceed expectations (even our own), being humble, and having fun while we do it. We enjoy ourselves, give back, and work (and play) hard together. If this sounds like the place for you, check out the details of this position below.
As an Infrastructure Engineer II, you will provide support to kCura's existing, potential clients, and act as an escalation resource for the Infrastructure vertical. The Infrastructure Engineer II works under minimal direction of managers and more senior team members and reviews work and provides guidance for less experienced colleagues
Responsibilities
- Assist in providing support in any area of SQL, network, disk, compute, virtualization and Relativity products performance issues as they may relate to infrastructure and hardware configuration issues
- Work daily with Client Support Application Specialists, Clients’ information technology engineers, and other internal engineers such as members of the performance team, production support, HR system engineers, and kCura IT to help define and resolve complex infrastructure problems
- Act as an escalation resource for Infrastructure Engineer I’s to provide assistance or assume responsibility for escalated issues.
- Maintain accurate records of all activities and interactions in Salesforce and respond to clients within required service intervals, and keep the appropriate parties abreast of your progress
- Assist in supporting the following teams: Special projects, Client visits, Script (testing, bug fixes), Utilities, Document development, Product evaluations, Technical procedure development, Group development, Relativity Appliance support, Relativity Appliance setup and maintenance, Best in Service technical audits, and Relativity Infrastructure support
- Assist with development and planning; write documents to better help support kCura’s clients
- Meet identified goals and metrics in regards to expected Infrastructure Engineering II metrics
- Be qualified to teach Infrastructure training
- Follow appropriate policies and procedures for handling, taking ownership, discussing at scrum, transitioning, and completion of tickets and escalations
- Provide responsive support to clients during normal business, on-call, or as requested by management. On-call responsibilities will be rotated among all qualified kIE staff
- Assist with special projects independently, including attending meetings, full participation, and being mindful of deadlines and targeted deliverables
- Have a complete understanding of the different Relativity products and how they interact with the Relativity infrastructure as used to troubleshoot and improve the Relativity infrastructure
- Have a complete understanding of networking as it relates to proxies, reverse proxies, DMZ, VPN, and other areas of networking as it will be used to support Relativity and client related questions.
- Have a complete understanding of virtualization as it is used with Microsoft Hyper-V and VMWare. Ability to support, troubleshoot, and fine tune client’s environments and the Relativity Appliance
Qualifications
Minimum Qualifications:
- BA/BS in Computer Science or related discipline, or at least seven years of direct experience supporting clients as a primary contact or lead using phone and/or email
Preferred Qualifications:
- Proficiency in SQL Administration
- Proficiency in SQL performance tuning
- Proficiency in SQL query writing
- Excellent understanding of networking and how it relates to a Relativity environment
- Excellent understanding of virtualization and how it relates to a Relativity environment
- At least one completed industry certification
- Manages time effectively
- Demonstrates excellent customer service
- Proven project management skills
- Ability to collaborate within a team
- Willingness to accept challenges
- Strong written and verbal communication skills
- Dependability and punctuality; flexibility with work schedule and travel as required by management
About Us
Our software has more than 130,000 active users in more than 40 countries from organizations including the U.S. Department of Justice and more than 190 of the Am Law 200. We have grown significantly over the last several years and continue striving to build software that helps solve our customers’ toughest e-discovery and unstructured data challenges.
If you’re ready to grow with us, we’d love to hear from you.
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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.