What You’ll Be Doing:

• Provide best support and solutions to our Customers through tickets, chat, emails, Premium Slack, phone.
• A desire to help customers, and a strong sense of empathy for their needs.
• Demonstrate strong teamwork in a 24/7 environment, with flexibility in rotating shifts, including nights, weekends, public holidays.
• Be able to cater complex queries on chats/tickets and provide support to juniors with the rest of chats/tickets.
• Be able to cater complex cloudways infrastructure issues and escalate them in a timely manner to Team leads if necessary.
• Go through the chats & tickets on a weekly basis and check for the repeated issues which can be suggested as incremental improvements to devops and present them to Team Leads.
• Be able to automate any procedure with the current operations that can save team time.
• Monitor and react to different abuse reports (Slack and emails, etc.) in close coordination with crossfunctional teams.
• Help junior team members with reaction to Alerts where needed on monitoring frameworks. (slack, sensu and zabbix)
• Proficient in diagnosing and troubleshooting technical issues through live chat is PLUS

Job Specification:

• BS/BE in Computer Science/Engineering or related field having 4-5 years of relevant work experience.
• Sound concepts and knowledge of programming (PHP knowledge, and preferably intermediate knowledge of some other languages like Javascript, HTML, CSS, Bash and Python knowledge would be a plus.)
• Strong-Advanced knowledge of Linux operating environments (Debian, Ubuntu, Centos) and different web technologies (apache, nginx, varnish, memcache, mysql, apc, php-fpm, etc).
• Advanced skill level in system performance troubleshooting.
• Knowledge of different services ((GIT, SMTP, DNS, OpenVPN, postfix, crons, SSL, Sensu)
• Analysis of logs (sys, stack).
• Debugging of open source application related issues.
• Ability to cope up with new / unknown technical issues. Initiative in tackling new problems with an imaginative approach
• Strong knowledge of web applications migration process (unknown issues, CMS migration, troubleshooting, perfection, Cpanel & other hostings knowledge, advance cli commands to pull data)
• Working experience in PHP based Open Source web applications (Preferably: WordPress, Drupal, Magento etc).
• Good experience with MySQL.
• Good knowledge of monitoring tools like Opsgenie and Sensu etc.
• Possess excellent analytical and decision making skills.
• Should be an independent player who would be able to work independently on shifts.
• Strong verbal and written communication skills are necessary due to the dynamic nature of collaborations with customers.
• Strong understanding of systems and troubleshooting techniques.
• Should be process oriented and Proactive.
• Strong interpersonal and teaming skills - ability to set and enforce processes.
• Ability to operate in an Agile and Kanban environment.
• Good knowledge of cloud infrastructure environments (like AWS, GCE etc.).
• Experience in 24x7 production operations, preferably supporting a highly available environment for PaaS/cloud service providers.
• Good mentorship skills.