Position: Production Support Engineer
Company: GlobalLogic
Category: Sysadmin
Experience required: 2y
English level: intermediate

Description:

As a Production Support Engineer, you will work closely with our Engineering, Infrastructure, and Content Operations teams to ensure high availability and uptime of our content processing pipeline that controls
storage, ingestion, transcoding, DRM packaging, and distribution of digital media assets. You will provide input on and resolution to production pipeline issues as well as perform continual day-to-day pipeline
monitoring, analysis, and management. Further, you will help define workflows, new tools to improve the process and recommend product improvements. You must have the ability to navigate and analyze large
amounts of data and effectively communicate the results of your analysis on a daily basis.

Requirements:

- 2 – 5 years prior experience in a similar support role
- 1+ year experience using Splunk or other operational intelligence tools (e.g., Loggly, Log Logic, Sumo Logic, New Relic, etc.).
- Knowledge of Amazon Web Services (RDS, S3, EC2, ELB, SQS, SNS, SES, OpsWorks, CloudWatch, CloudFront and other)
- 3 years prior experience with Media Supply chain packaging
- Highly developed, process-oriented skills for troubleshooting, problem-solving, and problem resolution.
- Excellent verbal and written communication skills and someone who is passionate about quality, supportability, and detail.
- Experience with Unix/Linux and Windows systems
- Solid knowledge of regular expressions and statistics
- Experience with SaaS and multi-tenant highly distributed systems
- Driven, self-motivated, and capable of managing multiple projects, priorities, and deadlines.
- Creative and efficient in solving complex, time-critical problems.
- Experience with SaaS and multi-tenant products

Responsibilities:

- Respond diligently to on and off-duty alerts as your work will be critical to our day-to-day operations.
- Troubleshoot various technical issues to establish the root cause of problems and form a solution or workaround when necessary.
- Ability to pinpoint problems in highly distributed systems, isolate problems between hardware and software, and communicate that information to the Engineering and Infrastructure teams.
- Reproduce issues and if necessary file defects, escalate to Engineering, and document SOPs (Standard Operating Procedures)
- Recommend system optimizations, changes in process flow and documenting work instructions, standard operating procedures, and FAQs.
- Work in a fast-paced technical environment and support products with frequent product releases and regular maintenance updates.