Senior Operations Engineer

Senior Operations Engineer

We do things differently. We build a solution for enterprises to make sense of all of their information. We know how important it is for companies to understand their customers, so we provide our technology to solve their biggest challenges. We believe in open and transparent communication, not strict rules and hierarchies. We are a team of hardworking, talented people who aim to build software that makes sense of data. We’ve got some huge challenges ahead of us, and we need smart, driven wordsmiths to help us tackle them. If you think you’ve got what it takes—join us.

Job Responsibilities

Reports to the Operations Lead and manages Operation Engineers to ensure the team is performing tasks efficiently and with quality. The Senior Operations Engineer receives team objectives, goals, and tasks from the Operations Lead and implements efficient and effective processes to best meet those targets. The Senior Operations Engineer also partakes in completing the team tasks as needed.

The primary goals, but not limited to, of the Operations team, are as follows:

• Client Support & Managed Services
  • Monitor and optimize production environments of global customers
  • Tier 1 triage, response, and resolution of client support tickets
  • Continuous training and documentation improvement to increase the percentage of resolutions within the Tier 1 team
  • Converting incident RCAs to product testing and monitoring system improvements, enhancements, and product stability, including job performance, data quality, user experience, etc.
• Product Testing
  • Perform regression QA and UAT, utilizing autotests where viable, and enable the Service team for further and final product version verification
  • Adjust existing and build new autotests based on updates to the software
  • Develop reporting and tracking metrics for quality and thoroughness of product testing
• Community Assets
  • Monitor and moderate the community forum, providing updates and responses where possible, engaging SMEs when necessary
  • Verify, update, and create new Help Center articles based on updates to the software, client questions and incidents, and the Services team’s needs
  • Create training and how-to videos to complement Help Center articles
  • Create sample assets demonstrating best practices and example solutions achievable within the software

Qualifications

• Must have a Bachelor’s Degree in Economics, Statistics, Business Management, Marketing, or other related fields

• Must have excellent written and verbal communication skills to author professional product documentation and training material

• Must have excellent communication and interpersonal skills to establish and maintain collaborative work relationships within the company and with external business partners

Location

       Delhi, India (National Capital Region)/Remote