Ops Engineer

Remote Posted 4 days ago

Our team mission is pretty simple: ensure uptime and security across all of our applications while developing and supporting tools to enable customer bliss. On any given day on the Ops team, your customer could be a developer, a fellow Ops engineer, or a Help Scout customer. While the mission might be simple, anyone who has delivered high availability services and developer tooling at scale, knows this is no simple task.

To help us with our mission, we are seeking an experienced Ops Engineer to join our team. You will have a direct impact on Help Scout’s success, while helping more than 8,000 businesses around the world. While customers love our product, it means nothing if they can't access our services with great performance.

Technologies we work with

AWS, Linux (Ubuntu/CentOS), Chef, Git/Github, RabbitMQ, AWS Aurora MySQL & PostgreSQL, MongoDB, Redis, Jenkins, Docker/Compose, New Relic, Sensu, PagerDuty, Ruby, Java, PHP

About the Role

  • You’ll be working on a small team of six (that includes one of our co-founders) and in collaboration with our software developers to build, deploy, secure, manage, and optimize highly-available, fault-tolerant, and horizontally scalable systems in AWS.
  • Ideally, we are looking to add more coverage to the (UTC-5) timezone, but we are open to candidate in UTC -6, -7, or -8 if you are willing to time shift to accommodate the preferred timezone.
  • Our engineering teams communicate mostly via Slack and are committed to remote, agile development. When your code is ready, you’ll create and send a pull request with test cases and tag your team for review.
  • We are investing heavily in continuous integration and delivery and strive to uphold immutable infrastructure standards.
  • You’ll work autonomously for the most part and we trust you to get work done when/where you can be productive.
  • In order to ensure excellent service to our customers, you will be part of our rotating on-call team.

A note about on-call

  • The 5-week rotation follows this format: 1 week on backup on-call (which rarely sees much action), 1 week of being on-call, followed by a 3 week hiatus from on-call.
  • Our on-call shift is not particularly wearisome, but as a thank you for carrying the pager for the week, the day following your shift is a free day off if you want to take it. We want you happy, healthy and well-rested!

About You

  • You have a deep understanding of what it takes to run SaaS at scale and have a solid understanding of Linux systems and networking; from kernel to shell, system libraries, file systems and client-server protocols.
  • You have a growth mindset, a passion for learning, and are willing to lean into discomfort for the good of our customers and product.
  • You are proficient and comfortable in the AWS ecosystem.
  • Security engineering is near and dear to your heart; you build with and advocate for a security mindset when implementing new features and infrastructure.
  • You are adept at automating service and infrastructure configuration via industry standard tools (E.g. Chef, Terraform).
  • You have experience building continuous deployment and testing tools. Bonus points if you’ve built and managed a containerized production deployment environment at scale.
  • You became an engineer because you like building systems, tools or products that help people.
  • You design and build systems that work well and fail gracefully.
  • You write code and scripts that other engineers can easily read and understand and you welcome reviews and feedback from your peers. You are comfortable writing tests and you thoroughly verify your work before you deploy.
  • You’re a great communicator and have an excellent command of written and spoken English. As a remote company, we rely on clear communication for collaboration and execution.
  • You believe remote teams are the future of work, or are at least excited about the idea. You have experience working with remote teams or can adjust your work and time-management style to be remote-friendly.
  • You are helpful and empathetic and care about building on our company culture that embraces these qualities.
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