Product Support Engineer

🕒 Abril 28

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

📞 Engenheiro de Suporte

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Itential

SiteLinkedInTodas as Vagas

201 - 500 funcionários

Fundada em 2014

☁️ SaaS

🏢 Corporativo

📡 Telecomunicações

💰 Convertible Note em 2022-02

SaaS • Enterprise • Telecommunications

A Itential é uma plataforma SaaS líder que se concentra em automação e orquestração de redes em nuvem híbrida. A empresa oferece produtos projetados para simplificar o gerenciamento de redes híbridas e automatizar fluxos de trabalho em sistemas e infraestruturas de TI, oferecendo soluções para automação de redes, orquestração e infraestrutura como serviço. A plataforma da Itential é utilizada por diversas indústrias, incluindo serviços financeiros, saúde, setor público e serviços gerenciados, para otimizar operações, melhorar a entrega de serviços e impulsionar a inovação por meio de processos avançados de automação.

Descrição

• Develop deep technical expertise in the Itential Automation Platform and supporting technologies. • Own customer issues end-to-end, from triage through resolution, ensuring accountability and timely follow-through. • Perform advanced troubleshooting and root cause analysis across APIs, services, and distributed environments. • Reproduce customer issues by installing and configuring platform components (Node.js, MongoDB, RabbitMQ, Redis). • Build and maintain test environments using virtual machines, Docker, and Kubernetes. • Act as an escalation point for high-impact or production-critical issues, coordinating across internal teams. • Partner with Engineering to document defects, provide reproducible scenarios, and track issues through resolution. • Communicate clearly and effectively with customers via Jira Service Management, email, and meetings. • Meet defined SLAs while maintaining a high standard of quality in issue handling and updates. • Contribute to documentation, identify issue trends, and drive improvements in product quality and support processes. • Participate in a rotating on-call schedule to support 24/7 customer needs, including weekends and holidays (on-call means being available, not actively working).

🎯 Requisitos

• 5+ years of experience in enterprise software technical support, application support, or DevOps-oriented roles • Bachelor’s degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience • Strong scripting skills (Python, Bash) for automation and troubleshooting • Familiarity with backend and web technologies, including Node.js and API-driven architectures • Experience with databases such as MongoDB and relational databases (SQL) • Hands-on experience with Linux/Unix systems and strong command-line proficiency • Experience working with containerization and orchestration technologies such as Docker and Kubernetes • Experience supporting and debugging REST APIs and integrations using tools such as Postman and curl • Working knowledge of networking and security concepts (e.g., proxies, firewalls, VPNs, SSL/IPSec, SSO) • Strong troubleshooting skills, including the ability to analyze logs and diagnose issues across distributed systems • Excellent written and verbal communication skills, with the ability to translate technical findings into clear customer-facing updates • Self-starter mindset with the ability to manage multiple priorities in a fast-paced environment • Comfortable working collaboratively across technical and non-technical teams • Familiarity with Agile development methodologies and working closely with Engineering teams.

🏖️ Benefícios

• 24/7 customer support • Remote work options • Professional development opportunities • Flexible work arrangements • Paid time off