Lead Support Engineer (9)

Lead Support Engineer (9)

Vacancy expired!

Immediate need for a talented

Lead Support Engineer with experience in the

Telecom Industry. This is

Fulltime/Permanent opportunity with long-term potential and it is located in

Alexandria/Arlington, VA. Please review the job description below.

Job ID:

21-31179

Job Description:

Position Overview:
We’re looking for a Lead Support Engineer to join our operations team.

What you’ll do:

• Lead a team responsible for providing outstanding technical support to our customers. From problem identification to full resolution, you will own and manage the customer experience.
• Plan and implement thorough strategies to ensure quality assurance (QA) of our products. Assess the caliber of technical design documentation and specifications to incorporate improvements.
• Serve as the voice of the customer in identifying product enhancements, areas of improvement, and making sure new products launch with customer usability in mind to help build long-term success.
• Develop a set of troubleshooting playbooks as a resource to Product Support Specialists to help resolve issues more effectively.
• Contribute to the ongoing learning and success of the team, and the company, by sharing knowledge through mentorship, collaboration, and aiding in the documentation.
• Contribute to talent acquisition and upskilling in area of expertise.
• Participate in the creation of Security Standards in a practical and consumable format. Serves as the subject matter expert in ensuring security standards striking an appropriate balance between security and functionality of our products.
• Document your technical work and research to help your colleagues, improve the product, and improve the support experience.

What you bring:

• 10+ years of experience in operations, support, site reliability roles with complex IT technologies.
• 8+ years Linux/Open-Source system administration/Troubleshooting experience.
• 4+ years of experience with OpenStack, Open-source Virtualization technologies, SDN, Distributed Storage.
• Hands on experience with Automation and config management tools like Ansible, Saltstack, puppet, chef.
• Experience with central logging and dashboarding systems like Elasticsearch, Fluentbit, Filetbit, Kibana, Grafana, Graylog.
• Experience with common networking technology, multicast, Networking in Virtualized IT infrastructure.
• Experience working in an Agile/Scrum development process.
• Experience with basic OS and application management, maintenance, monitoring, deployment, patching/upgrades.
• Experience with datacenter hardware maintenance, firmware upgrades, monitoring
• Knowledge of common video/stream analysis tools, particularly focused in file-based workflows
• Strong experience with video codecs, and compression standards such as H.264/AVC, H.265/HEVC
• Ability and experience writing scripts (bash, python, perl, powershell) to automate tasks and troubleshooting.
• Understand and be able to use logs, stack traces from various applications written in Java, Go, Python, PHP, to connect the dots and troubleshoot the issues towards the resolution.
• General understanding of how modern applications work [three tier, distributed, centralized, micro etc architectures], High familiarity with REST API.
• General understanding of common types of storage technologies [ local, network, distributed, object, block, file, shared]
• General understanding of common database products [ MS SQL, mySQL, postgres, mongodb, Cassandra, Elasticsearch]
• Very Strong communication skills – oral and written.
• Experience in broadcast or OTT industry is huge plus.
• Bachelor’s Degree (or equivalent experience) in Engineering, Computer Science or Information Systems

Our client is a leading

Mortgage Industry and we are currently interviewing to fill this and other similar contract positions. If you are interested in this position, please apply online for immediate consideration