Platform Tooling Engineer

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

📋 Description

• Oversee and sustain Managed Services monitoring platforms under the direct guidance of the Engineering Manager.

• Serve as the main point of contact for designated incidents, ensuring ownership until resolution.

• Collaborate with colleagues and management through phone, instant messaging, video, and email to address internal issues within established SLAs.

• Record all actions and communications in ServiceNow.

• Diagnose monitoring-device issues related to SNMP, WMI, SYSLOG, APIs, and associated platform technologies.

• Supervise daily functions of both internal and client-facing monitoring solutions, including software support, threshold modifications, customizations, and special projects.

• Deliver prompt and precise outcomes utilizing the monitoring toolset.

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

• Engage with clients, colleagues, teams, and managers concerning incident and change management.

• Develop and update technical documentation.

• Provide emergency on-call support as part of a rotating schedule.

• Maintain availability during shifts through instant messaging, phone, email, and other approved communication methods.

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

• Troubleshoot and resolve configuration, customization, and production challenges.

• Monitor vendor support cases until resolution.

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

• Acquire additional product knowledge as business demands evolve.

• Manage service tickets and tasks assigned to personal and team queues.

• Articulate services and capabilities in straightforward language accessible to non-technical stakeholders.

• Perform other responsibilities as assigned.

⛳️ Requirements

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

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

• At least 1 year of experience working with LogicMonitor.

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

• Technical knowledge of VMware ESXi from a monitoring perspective.

• Technical insight into enterprise networking from a monitoring viewpoint.

• Technical comprehension of storage solutions from a monitoring standpoint.

• Proficient in Microsoft Windows and *nix operating systems.

• Commitment to continuously enhance technical skills and stay updated with new services and technologies.

• Proficiency in scripting with Groovy.

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

• Familiarity with Cribl Stream is preferred.

• Capability to manage and operate in multi-vendor environments.

• Skill in addressing and escalating critical operational issues.

• Strong interpersonal and relationship management skills.

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

• Customer service orientation and client focus.

• Excellent communication skills, including the ability to convey technical information in non-technical terms.

• Cisco or other vendor certifications relevant to the engineering field are a plus.

• Strong problem-solving abilities.

• Capability to remain calm and courteous under pressure.

• Ability to juggle multiple problems simultaneously.

• Capacity to maintain complex operational processes.

🏝️ Benefits

• Remote position located within the Continental US.

• 5% travel required.

• Rotating schedule for emergency on-call support.

• Reasonable accommodations available for applicants with disabilities.

• Equal Opportunity Employer.

• Employment practices inclusive of protected veterans and individuals with disabilities.