Support Engineer • Senior

Who you are

You are a seasoned Ops Support Engineer with a strong background in operations and incident management. With experience in a 24/7 operations environment, you excel at monitoring and triaging incidents, ensuring that issues are resolved efficiently and effectively. You have a knack for advanced troubleshooting, going beyond standard scripts and SOPs to identify and resolve complex problems. Your ability to mentor technicians and act as an escalation point demonstrates your leadership skills and commitment to team success.

You understand the importance of operational processes and are dedicated to improving them. You have experience in updating and refining runbooks, SOPs, and knowledge base documentation, ensuring that your team has the resources they need to succeed. Your analytical mindset allows you to identify patterns in recurring issues and propose actionable solutions, contributing to the overall efficiency of the operations team.

What you'll do

In this role, you will be a key member of the operations support team, responsible for monitoring and triaging incidents as they arise. You will perform advanced troubleshooting, acting as an escalation point for Ops Support Technicians during your shifts. Your expertise will be crucial in correcting recurring issues by conducting deep investigations and collaborating with Platform Engineering teams when necessary. You will also participate in problem reviews and post-incident analysis to reduce repeat issues, ensuring that the team learns and grows from each incident.

You will take ownership of updating, refining, and expanding runbooks and SOPs, contributing to the knowledge base documentation that supports your team. Additionally, you will prepare and review Methods of Procedure (MOPs) ahead of Change Request deployments, ensuring that changes are implemented smoothly and effectively. Your role will also involve deploying Change Requests to the Production environment, considering the nature and complexity of each change.

As a Level 2 Support engineer, you will coordinate with the partners’ Customer Care teams to resolve customer complaints and escalations, ensuring that customer satisfaction remains a top priority. You will work closely with your team to optimize performance and reporting, contributing to the overall success of the operations team.

What we offer

At Ezra, we value our team members and strive to create an environment where everyone can thrive. You will have the opportunity to work with a dedicated team of professionals who are committed to delivering high-quality support and solutions. We encourage you to apply even if your experience doesn't match every requirement, as we believe in fostering a diverse and inclusive workplace. Join us in making a difference in the operations support landscape.