Descripción del puesto

Do you thrive on providing outstanding customer service and building lasting relationships? Are you a problem-solver with a passion for technology and innovation? We are looking for a highly motivated and experienced individual to join our team!

Responsibilities:

You will establish and manage a customer-facing function, ensuring that premium services customers are aware of, scheduling, and utilizing all available entitlements for assistance. You will also be responsible for establishing and managing a future customer-facing solution gallery and request process via a future request portal/tool.

About You:

To succeed in this role, you will have 4-7 years of demonstrated work experience in areas such as IT Operations, Network Operations, Enterprise Monitoring, or similar. You have experience as an engineer, administrator, architect, or consultant working with monitoring, ticketing, and IT Service Management processes (incident response, change, configuration, problem management).

You have worked as a Consulting, Professional Services or member of IT services or operations delivery teams responsible for the implementation process from design to delivery. You partner with customers to help design and build integrations to provide awesome implementations. Additionally, you have experience working with customers in pre/post sales areas like solution design, proof of concept, paid trials/evaluations, integration development, implementation, and support, etc.

You are an excellent communicator, both spoken and written, and have experience implementing technology solutions in the SaaS world. You can break down complex technical concepts and explain them clearly to partners from business and technical backgrounds, from a DevOps engineer up to a C-Level Executive.

You are a problem solver, excellent at multitasking, self-driven, and can work independently and with a cross-functional team. You come up to speed quickly, love to learn, have a strong working style and impeccable attention to detail. You are comfortable running multiple simultaneous customer engagements and able to manage multiple threads within those engagements.

Requisitos

Requirements:

• You have 4-7 years of core hands-on experience working with common PagerDuty integrated monitoring systems (DataDog, Dynatrace, Nagios, New Relic, Splunk, Zabbix, etc.) and event/alert notification practices in IT and DevOps/SRE environments.
• You have experience working with scripting languages like Python, JavaScript, Go, or Rust, especially within an AWS Lambda/Azure Function and stand-alone automation, scripting and tooling context.
• You have worked with common SaaS and traditional software APIs (REST, SOAP, Web Services), webhooks, etc. as part of scripting and tooling development, integration development, and ETL like (data export/import) activities.
• You have experience working with ITSM solutions like ServiceNow (ITSM, ITOM, CSM), Atlassian Jira (Server/Cloud), BMC Remedy (ARS, Helix, RemedyForce), Salesforce Service Cloud, Zendesk, Cherwell, etc. as an end-user, administrator, or developer.

In addition to the technical skills, you possess supporting characteristics and experiences aligned with our cultural values of “Take the Lead,” “Run Together,” “Acknowledge and Own,” and “Champion the Customer.” You are comfortable working on multiple projects, assignments, or tasks simultaneously and can break work down into detailed project plans, time, and effort estimates. You have relatable work experiences that showcase your problem-solving, critical thinking, innovation, and time management skills.

Finally, you are comfortable working in a “shared on-call” environment, supporting deployed production solutions. If you are a motivated, experienced, and customer-focused individual, who enjoys working in a dynamic and collaborative environment, we encourage you to apply for this exciting opportunity.

Beneficios

Competitive salary
100% remote work
Workspace setup bonus $400 USD gross
Bonuses in September and December, $300 USD gross each
Company laptop
Floating day (Ex: Birthday off)
20 working days of vacation after the first year of employment
6 paid days off (PTO’s)


Additional Programs:
5% sales commissions if you bring a sales opportunity, and the opportunity is won.
USD $500 if you bring a new employee using our referral program.