Engineer, Platform Tooling

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee and sustain Managed Services monitoring platforms while reporting to the Engineering Manager.

• Act as the main contact for designated incidents and maintain ownership until resolution.

• Diagnose issues related to monitoring devices, including SNMP, WMI, SYSLOG, APIs, and other associated platforms.

• Manage daily functions of both internal and client-facing monitoring solutions, encompassing software support, threshold modifications, customizations, and special initiatives.

• Ensure quick and precise results within the monitoring toolset.

• Offer managerial insights on process enhancements and areas needing attention.

• Engage with clients, colleagues, teams, and supervisors regarding incident and change management.

• Develop and keep technical documentation up to date.

• Provide emergency on-call assistance on a rotating basis.

• Be accessible during shifts through instant messaging, phone, email, and other authorized communication channels.

• Evaluate new features and functionalities, assisting in the development of implementation and verification plans for live-network operations.

• Diagnose and rectify configuration, customization, and production challenges.

• Monitor vendor support cases until problems are resolved.

• Establish best-practice policies for supported products and contribute them to the Knowledge Base.

• Acquire additional product knowledge as business needs evolve.

• Manage assigned service tickets and tasks within both personal and team queues.

• Clearly define services and capabilities for non-technical audiences.

• Perform additional responsibilities as needed.

⛳️ Requirements

• Bachelor’s degree or equivalent professional experience and/or military background.

• 2–3 years of experience in an Operations role.

• Over 1 year of experience utilizing LogicMonitor.

• Basic knowledge of TCP, UDP, IP addressing, routing and switching, VLANs, and firewalls.

• Technical insight into VMware ESXi from a monitoring standpoint.

• Technical understanding of enterprise networking from a monitoring perspective.

• Technical knowledge of storage solutions from a monitoring viewpoint.

• Proficient in Microsoft Windows and *nix operating systems.

• Commitment to continuously enhancing technical skills and staying updated with new services and technologies.

• Proficiency in scripting with Groovy.

• Familiarity with system monitoring and analytics platforms such as Nagios, NetXMS, DataDog, New Relic, AppDynamics, Prometheus, Grafana, LogicMonitor, or Cribl is advantageous.

• Experience with Cribl Stream is preferred.

• Capability to manage and operate within multi-vendor settings.

• Ability to address and escalate significant operational issues.

• Strong interpersonal skills and relationship management capabilities.

• Competence to work effectively in a team environment and undertake tasks independently.

• Strong customer service orientation and client focus.

• Excellent communication skills, with the ability to convey technical information in a way that is easily understood by non-technical audiences.

• Cisco or other relevant vendor certifications in the engineering field are preferred.

• Strong problem-solving capabilities.

• Ability to maintain composure and courtesy under pressure.

• Capacity to manage multiple problems concurrently.

• Ability to uphold complex operational processes.

🏝️ Benefits

• Flexible remote work options.

• 5% travel requirement.

• Rotating schedule for emergency on-call support.

• Commitment to equal opportunity employment.

• Reasonable accommodations available for individuals with disabilities.

• Priority referrals for protected veterans.