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Day 2 Support Engineer

Apply for this position Please mention DailyRemote when applying
timePosted a month ago location United States salarySalary undisclosed
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Job Description

Mission The Day 2 (D2) Engineer works with our customer contacts to ensure their satisfaction and support the customer's day to day operations. They are the interface to ensure service incidents are resolved as quickly as possible. D2 Engineers work to ensure that our systems remain healthy and ensure that our customers are kept in the loop as issues are worked to resolution. Being able to communicate well with customers is just as important as the technical skills needed to perform this job. The job is 100 remote. Responsibilities The D2 Engineer has the following responsibilities Provide escalated (Tier 2+) support for customer contacts requiring assistance with their consumption of T2M Cloud Services. Ensure we continue to learn and improve by taking time to document lessons learned and new incident resolutions into the team Knowledge Base (KB). Work with the Cloud Engineering team to implement new features, tooling, and processes into the production environment and workspace. Work under the direction of the Director of Cloud Operations on special team projects as capacity skillset allows. Technical Requirements The D2 Engineer is heavily involved in driving troubleshooting efforts with customers. Candidates need to demonstrate an aptitude for the following kinds of activities Issue diagnosis. We use a data-backed approach meaning you will need to be able to review application logs, analyze them, and use the information to come to a logical conclusion as to the cause of an issue. You will also need to be able to identify when an issue is not actually a technical issue but rather a training or use preference issue. Application troubleshooting and recovery. You will need to be able to take your diagnosis and come up with a plan of attack as to how you will test your diagnosis and repair the issue. You will likely be able to call on recovery standard operating procedures developed at T2M to aid you in this work. Technical escalation. Some issues will simply go beyond your current ability to resolve and you will need to be able to efficiently summarize what you know, what yoursquove tried, and where you think we need to go next when escalating an issue to a senior engineer or developer. We specifically work with Microsoft Unified Communications tools (Skype for Business and Teams), Azure cloud services, AWS cloud services, and our own custom developed solutions in this position. Prior experience in any of these areas is preferred but not strictly required. Competencies Beyond your core technical competencies, there are several characteristics we look for in new team members. These are listed below and we encourage you to reflect on how you see yourself against this list. Itrsquos always a good idea to highlight how you demonstrate these competencies in your current or previous work. Proactivity Acts without being told what to do. Brings new ideas to the company. Efficiency Able to produce significant output with minimal wasted effort. Honestyintegrity Does not cut corners ethically. Earns trust and maintains confidences. Does what is right, not just what is politically expedient. Speaks plainly and truthfully. Organization and planning Plans, organizes, schedules, and budgets in an efficient, productive manner. Focuses on key priorities. Self-Starter A person sufficiently motivated and ambitious to establish goals and objectives, quickly recognize problems and formulate solutions. Follow-through on commitments Follows through on commitments, effectively communicates results. Intelligence Learns quickly. Demonstrates ability to quickly and proficiently understand and absorb new information. Analytical skills Able to structure and process qualitative or quantitative data and draw insightful conclusions from it. Exhibits a probing mind and achieves penetrating insights. Attention to detail Does not let important details slip through the cracks or derail a project. Persistence Demonstrates tenacity and willingness to go the distance to get something done. Flexibilityadaptability Adjusts quickly to changing priorities and conditions. Copes effectively with complexity and change. Creativityinnovation Generates new and innovative approaches to problems. Enthusiasm Exhibits passion and excitement over work. Has a can-do attitude. Work ethic Possesses a strong willingness to work hard and sometimes long hours to get the job done. Has a track record of working hard. High standards Expects personal performance and team performance to be nothing short of the best. Openness to criticism and ideas Often solicits feedback and reacts calmly to criticism or negative feedback. Communication Speaks and writes clearly and articulately without being overly verbose or talkative. Maintains this standard in all forms of written communication, including e-mail. Teamwork Reaches out to peers and cooperates with supervisors to establish an overall collaborative working relationship. Competitive pay and benefits with a flexible work schedule, opportunity for progression, training, and world class teammates.