Job DescriptionYou will be a part of a team responsible for leading the day-to-day operation of various SaaS delivery environments, as well as strategic initiatives to ensure demonstrated levels of reliability, scalability, and quality of service. The successful candidate will have expertise in software development and deployment processes, relational databases, and managing websites. This role focuses on resolving complex support cases submitted by our partners and customers, as well as driving innovation and continuous improvement across the team. You will be comfortable working with and around a wide range of platforms, programming languages, protocols, and web technologies to achieve maximum levels of operational efficiency and quality of service to customers.
Some of the things you'll be doing include:
- Leading incident management and day-to-day monitoring of the production service delivery environment to ensure all services and applications are operating optimally and Service Level Agreements (SLAs) are met
- Provide exceptional customer service and help desk support
- Administering and maintaining Acumatica SaaS Deployment lifecycle operations
- Developing and implementing strategies for administering and maintaining Acumatica SaaS Deployment lifecycle operations
- Operating and maintaining AWS environments following standard procedures
- Identifying and implementing optimization opportunities and solving complex problems affecting service delivery across the environment.
- Providing level 3 support for customer/partner initiated issues and mentoring junior engineers
- Identifying systems deficiencies and recommending innovative solutions
- Documenting forecasts, plans, and resolutions for on-going and future reference
- Driving innovation, promoting, and implementing new tools, technologies, policies, and procedures in support of continuous improvement
- Collaborating with cross-functional teams to ensure alignment and consistency across the organization
Qualifications- Bachelor's degree in Information Technology, Computer Science, or equivalent
- At least 5+ years' experience in relational databases, preferably using MS SQL, and experience with database design and optimization
- At least 5+ years' experience in managing websites, preferably using IIS, and experience with web application development and deployment
- At least 5+ years' experience in basic scripting (e.g., PowerShell, Python, etc.)
- At least 1+ year's experience in DevOps tools and practices (e.g., Jenkins, Git, etc.)
- At least 1+ year's experience in cloud platforms (e.g., AWS, Azure, etc.)
- Strong leadership and mentoring skills, with the ability to guide and develop junior engineers
- Excellent Troubleshooting skills, extremely customer-oriented, treating co-workers and customers with the utmost consideration and respect
- Analytical and problem-solving abilities and the ability to effectively prioritize and execute tasks in a high-pressure just-in-time environment
- Experience with Accounting, ERP, or other business management software is a plus
- Willing to work on a weekend on-call rotation
Additional InformationAt Acumatica, certain roles are eligible for additional rewards, including annual bonus and stock. These awards are allocated based on individual performance. In addition, certain roles also have the opportunity to earn sales incentives based on revenue or utilization, depending on the terms of the plan and the employee's role.
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