Sr. Engineer, Tech Ops
FourKites is looking for an experienced and driven Tech Ops, Engineer with previous experience in maintaining a SAAS platform. In this role, you will be primarily responsible for the uptime of our products & platform. You will be troubleshooting and identifying the root cause of issues, in case of any down time. The ideal candidate needs to have strong hands-on experience in production support & integrations.
About the team:
Our product and engineering teams are dedicated to providing the industry’s best-in-class end to end supply chain visibility platform. We are committed to building a high-performing team with software craftsman-thinking who are dedicated to developing and enhancing our core platform, and we want you to be a central part of it!
Responsibilities
- Provide world class 24x7 support, including on call rotation, extensive troubleshooting tasks, with responsibilities covering multiple product lines.
- Experience in “follow-the-sun” support model.
- Become an SME in application support including the associated code and assist the team to resolve complex issues including bug fixes.
- Drive incident, problem management and root cause analysis within the defined SLAs.
- Develop, monitor and respond to all alerts for production systems.
- Develop troubleshooting documentation for production support resources.
- Ability to work independently to resolve technical & infrastructure issues reported by customers and internal teams.
- Work with customer support teams on sales, implementation, customer support & on-boarding tasks.
- Create documentation on application workflow, common troubleshooting, debugging steps, best practices and deliver training to other engineers in the team.
- Mentor, coach and assist juniors in the team, be a role model.
- Partner with development teams to resolve complex issues.
Qualifications
- Good knowledge on unified log management systems like log entries, log stash, sumo logic & grey log.
- Programming experience in Ruby on Rails, GoLang or Java is a plus.
- Experience leading a small team
- AWS/Azure or any cloud infrastructure working experience.
- Provide world class 24x7 support, including on call rotation, extensive troubleshooting tasks, with responsibilities covering multiple product lines.
- Experience in “follow-the-sun” support model.
- Become an SME in application support including the associated code and assist the team to resolve complex issues including bug fixes.
- Drive incident, problem management and root cause analysis within the defined SLAs.
- Develop, monitor and respond to all alerts for production systems.
- Develop troubleshooting documentation for production support resources.
- Ability to work independently to resolve technical & infrastructure issues reported by customers and internal teams.
- Work with customer support teams on sales, implementation, customer support & on-boarding tasks.
- Create documentation on application workflow, common troubleshooting, debugging steps, best practices and deliver training to other engineers in the team.
- Mentor, coach and assist juniors in the team, be a role model.
- Partner with development teams to resolve complex issues.
Preferred Qualifications
- 4 to 6 years of experience in development/production support experience.
- Strong working experience in New Relic, Signal FX, Data Dog & Cloud Watch
- Experience in creating/supporting Restful APIs
- Excellent written and verbal communication skills with the ability to present complex technical information in a clear and concise manner to a variety of audiences.
- Self-motivated, independent, and high-performance individual, with ability to learn new technologies and become productive extremely fast.
- Experience participating in 24x7 on-call rotations.
- Willingness to work in different shift timings.
FourKites is the largest predictive supply chain visibility platform, delivering real-time visibility and predictive analytics for the broadest network of Global 1000 companies and third-party logistics firms. Using a proprietary algorithm to calculate shipment arrival times, FourKites enables customers to lower operating costs, improve on-time performance and strengthen end-customer relationships. With a network of more than four million GPS/ELD devices, FourKites covers all modes, including truckload, LTL, ocean, rail, intermodal, last mile and parcel. The platform is optimized for mobile and equipped with market-leading end-to-end security.
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