SaaS / Cloud, Application Support Engineer

Bedford, MA, United States
Main Location
Hopkinton, MA, United States
Open jobs

Responsibilities:

  • Provide application support for multiple mission-critical applications in SaaS and cloud environments
  • Become a subject matter expert in supported applications functionality
  • Troubleshoots and resolves application, instance, and/or system issues
  • Works hours as required to meet operational objectives
  • Develop, implement, document, and execute standard operations procedures
  • Improve and implement proactive monitoring
  • Take part in SaaS Operations technical activities related to supporting, deploying and adopting new products and services
  • Provide technical expertise and advocacy around how solution should be implemented in production from SaaS Operations POV
  • Demonstrate ability to work on several concurrent projects involving multiple stakeholders executing in a matrix environment
  • Integrate technologies, processes, tools, and methodologies to mature SaaS Operations services (procedures, application management tools, monitoring and more)
  • Communicate deployment and production related activities internally and externally when appropriate
  • Participate in an on-call  rotations to provide coverage during off business hours
  • Coordinate closely on activities, issues, requirements, progress, status, etc. internally (in SaaS) , customer management, program management, Engineering, DevOps , QE teams and external service providers

Technical Knowledge:

SPECIFIC MUST HAVE SKILLS:

  • At least 3 years of experience in an enterprise application support in Hosted and / or cloud environments
  • At least 1 years of UNIX / Linux hands-on experience
  • At least 1 years of Experience in managing / supporting cloud solutions
  • Applicative Oracle and SQL Server DBA skills including a DB schema understanding; a sql queries writing, tuning, and execution
  • Experience with monitoring tools usage and configuration (Zabbix, Solarwinds, Dynatrace)
  • Programming & scripting experience (PERL/KSH/PowerShell etc.)
  • Knowledge in network services (DNS, DHCP, NFS, SMTP, SSH) and networking equipment configuration (Routers, Switches, Load balancers etc.)
  • Certificates, key management, and SSL/TLS crypto suite fundamentals

NICE TO HAVES SKILLS:

  • Experience with Cassandra
  • Experience with Reporting and Analytics tools (Elasticsearch/Logtash, Tableau)
  • Experience in E-Commerce systems architecture and operations

Microsoft Windows Server computing fundamentals - Advantage

Understanding of virtualization technologies

Experience or knowledge with openSSL - Advantage

Experience in E-Commerce systems architecture and SaaS operations - Advantage

Soft Skills:

Strong English skills (spoken and written)

Ability to interface with business and technical management

Experience in working in a mission critical environments

Experience in working with customers

Ability to work well under pressure within a technically challenging environment

Excellent problem solving, logical, and analytical abilities

Solid understanding of change management, App Support and Tech Support services   

Available for On-call after-hours support

Strong commitment to organizational work ethics

Well Organized

Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics.  Learn more about Diversity and Inclusion at Dell here.

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