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Job Description:
Responsibilities
Take a customer-first approach to troubleshoot, debug and diagnose product issues.
Ensure prompt and accurate updates, meet SLAs and provide timely resolution to customer issues.
Create knowledge-base articles to document knowledge and help customers self service.
Understand the requirements and nuances of data centers and public cloud (VMware, AWS, Azure, GCP) features.
Maintain, monitor, and troubleshoot ThoughtSpot cloud infrastructure.
Work with Engineering teams to define, and implement tools to enhance debuggability, supportability, availability, scalability, and performance.
Be an expert in cloud and on-premise infrastructure by developing automation and best practices.
Support a 24x7x365 organization by working rotational shifts and taking on-call responsibilities.
Understand cloud NetOps and SecOps aspects.
Required skills/qualifications
B.S. degree in Computer Science or relevant industry experience.
Relevant work experience troubleshooting Linux Systems.
Experience in virtualization and Cloud technologies
Experience in enterprise customer support, on-call rotation for critical SRE systems, leading incident review and root cause analysis.
Ability to diagnose technical problems and work with Engineering on escalated issues.
Strong problem solving skills, algorithmic thinking and a strong foundation in how systems should work.
Understanding of tools & frameworks required to Operate and manage Cloud infrastructure.
Strong customer service skills.
Solid communication skills and ability to work independently.
Ability to leverage automation, monitoring and data analysis to ensure high availability.
About Company:
