Job Description AgileEngine is a top-ranking provider of software solutions to Fortune 500, Global 500, and Future 50 companies. Listed on Inc. 5000 among the fastest-growing US companies, we are always open to talented software, UX, and data experts in the Americas, Europe, and Asia. If you like a challenging environment where you're working with the best and are encouraged to learn and experiment daily, there's no better place — guaranteed! :) What you will do Operations and Service Availability: Participate in a 24/7 operations team to guarantee service availability, managing day-to-day alerts, system checks, and issue escalations; Monitoring and Troubleshooting: Actively monitor and troubleshoot alerts and issues within SaaS environments. Utilize custom dashboards for effective troubleshooting as needed; Infrastructure Knowledge: Gain proficiency in our existing infrastructure, particularly Docker Swarm, to effectively manage and support the environment; Root Cause Analysis (RCA): Conduct thorough RCAs to identify the root causes of issues and implement corrective actions to prevent future occurrences; Alert Management: Investigate alerts, create action plans, and delegate tasks to the appropriate team members; Support and Communication: Handle support requests, engage in customer calls to explain RCAs, and communicate effectively with managers, teams, and customers about product monitoring risks, issues, and changes; Automation and Feedback: Identify automation opportunities to streamline RCAs and provide valuable feedback to the product and engineering teams to enhance product performance, logging, tracing, and monitoring; Documentation and Compliance: Maintain process and procedure documentation and conduct internal audits to ensure SaaS infrastructure security and compliance; Collaboration and Improvement: Work collaboratively with support teams and customers to identify and resolve SaaS environment issues. Contribute to the improvement of monitoring, alerting, and overall system health. Must haves Ability to operate independently and collaboratively in a team environment; Proficient in EKS, Terraform, Helm, Docker, and Docker Swarm; Strong sense of responsibility and accountability for delivering high-quality work; Excellent communication skills, with the ability to effectively convey issues and RCAs to customers; Experience with AWS, cloud and network administration, and SaaS product/application support; Knowledgeable in infrastructure, security, compliance, Prometheus, Grafana, Linux, and shell scripting (Python, shell scripting); Understanding of APIs, databases, systems architecture, and design. The benefits of joining us Professional growth Accelerate your professional journey with mentorship, TechTalks, and personalized growth roadmaps. Competitive compensation We match your ever-growing skills, talent, and contributions with competitive USD-based compensation and budgets for education, fitness, and team activities. A selection of exciting projects Join projects with modern solutions development and top-tier clients that include Fortune 500 enterprises and leading product brands. Flextime Tailor your schedule for an optimal work-life balance, by having the options of working from home and going to the office – whatever makes you the happiest and most productive. Requirements Ability to operate independently and collaboratively in a team environment; Proficient in EKS, Terraform, Helm, Docker, and Docker Swarm; Strong sense of responsibility and accountability for delivering high-quality work; Excellent communication skills, with the ability to effectively convey issues and RCAs to customers; Experience with AWS, cloud and network administration, and SaaS product/application support; Knowledgeable in infrastructure, security, compliance, Prometheus, Grafana, Linux, and shell scripting (Python, shell scripting); Understanding of APIs, databases, systems architecture, and design.
