Unique opportunity with a mobile marketing leader

We help marketers unlock new revenue by arming them with the technology and expertise they need to succeed in mobile marketing. Catapult, our mobile engagement platform, enables marketers to easily manage all mobile communication channels including text messaging, push notifications, Apple Wallet, Android Pay and mobile web campaigns — all through a single interface. Vibes has delivered more than five billion mobile experiences on behalf of customers that include Chiptole, Gap, Old Navy, Home Depot, Pet Smart, Foot Locker and Allstate, and is recognized as one of only four Tier 1 aggregators by the Common Short Code Administration (CSCA). To learn more about Vibes, visit www.vibes.com. 

We are seeking a Senior Operational Support Engineer. This is a lead position; the Senior OSE will help to recruit the rest of the Operational Support team, define policies and practices for Operational Support at Vibes, and identify gaps in operational procedures and documentation and help to eliminate those gaps. As with other members of the Operational Support team, the Senior OSE will also perform the typical functions of that team: manage our production environment, help to maintain a runbook that documents the procedures used to operate Vibes’ systems and diagnose and resolve issues, and build tools to automate and simplify those procedures as much as possible. This individual will collaborate with Software Engineers and other members of the Technology team to develop an understanding of a complex multi-technology environment and work to improve it.

This is an on-call role and will have a flexible and variable work schedule.

We are a group of passionate engineers in love with technology working for a software company in the fast paced mobile arena. Culture is king for us. We focus on collaboration and constant improvement with our products and ourselves. We practice agile software development. We care about the software that we develop and strive to have the biggest business impact we can with our work. We set time aside for personal projects with our “Days of Impact”. We have “summer hours”, a pool/Foosball/Ping-Pong table, a balcony, a hot tub time machine, free pop and good beer on tap.

This is a full-time position located in downtown Chicago at 300 West Adams.

Responsibilities: 

• Assemble and lead operational support engineering team.
• Work with other members of the technology team to define policies and practices for the operational support team and function.
• Identify obsolete or missing documentation within the operations runbook, and work with other members of the technology team to correct those issues.
• Execute operational procedures to support other organizational units and maintain related documentation, e.g.:
  • Query database to fulfill data extract requests;
  • Inspect log files to analyze whether systems are functioning properly, determine disposition of individual requests, isolate the cause of issues when problems occur, etc;
  • Help troubleshoot customer issues with API calls, connection issues, TLS handshake issues, etc;
  • Set up API and SMPP connections and accounts.
• Triage customer-care tickets and operational problems when the correct response is not yet documented to identify the correct resolution group to resolve issues.
• Manage and administer the production environment.
• Develop tools and scripts to streamline and automate support procedures.
• Train tier-2 support staff to identify and perform the correct support procedures for specific situations.
• Identify opportunities for simplification and improvement of our production environment and systems.

Requirements & Qualifications:

• Bachelor degree in information technology or other related field, or equivalent knowledge and experience
• 4+ years leading an operations team
• 5+ years of experience operating and supporting enterprise application systems
• 5+ years of experience in administering and operating Linux systems
• Comfortable with basic system administration skills (inspect log files, query databases, navigate file system, invoke APIs, etc)
• Strong communication and critical thinking skills
• Self-motivated and able to identify and implement improvements in existing systems and procedures
• Work well under pressure while dealing with unexpected problems
• Experience with Agile development methodologies

Our Core Values:

• Respect, Honesty, and Integrity for All Stakeholders
• Always be Learning
• Relentless Focus on the Customer
• Never be Satisfied
• Create Value
• Seek Accountability and Ownership

Vibes is an equal opportunity employer that encourages and fosters diversity in the workplace. We offer a career building experience in a fast paced organization and industry.