Position: Technical Support Engineer (DevOps team)
Company: PDFfiller
Category: DevOps
Experience required: 1y
Published: 2021-03-01T00:00:00+02:00

Technology stack: 
Amazon Web Services, Docker, Prometheus, Grafana, Predictive tools, Newrelic, PHP, MySQL, JS.

Requirements:
— 1+ years technical support experience;
— Incident root-cause analysis and debugging;
— System and application monitoring experience;
— Understanding of one or more of the following technical concepts: systems administration and networking, ci/cd pipelines, monitoring principles, AWS services, version control systems.

We offer:
— The members of our team get monthly bonuses and options contracts (each of us has a share in PDFfiller, so that company growth is a capitalization growth of one’s interest);
— All of PDFfiller’s employees have access to the company’s financial reports regardless of their role in the team. When the company goes public, the employees get their one-off payments according to their options contracts;
— Regular sports activities with professional coaches: yoga, stretching (3 times a week) and TRX training (2 times a week). Volleyball and soccer;
— Paid upgrade career courses, conferences for professionals and English classes are common practice at PDFfiller;
— Medical insurance;
— Paid lunches delivered to the office and a lot of healthy snacks;
— Staff massage therapist;
— We’ve organized PHP, JS and QA Automation schools based in our office where the trainers are our employees. Anyone may try their hand at one of the schools and attend the course.

Responsibility:
— Troubleshoot and resolve support issues and incidents;
— State monitoring;
— Identify, organize, and prioritize multiple support requests at the same time;
— Manage support cases to ensure issues are recorded, tracked, resolved, and follow ups are done in a timely manner;
— Conduct root-cause analysis for technical issues and find workarounds and solutions;
— Escalate difficult cases to a engineering team;
— Document problem resolution steps, compile and update user documentation, technical manuals, technical support FAQs.