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 strong experience with Windows-based web environments, relational databases, PowerShell, and cloud infrastructure. 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 a wide range of platforms, scripting 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:
- Provide exceptional customer service and help desk support
- Leading incident management and day-to-day monitoring, ensuring services and applications are operating optimally and Service Level Agreements (SLAs) are met
- Administering and maintaining Acumatica SaaS Deployment lifecycle operations
- Operating and maintaining AWS environments
- Support, diagnose, and maintain Microsoft SQL Server environments to ensure reliable performance
- Using PowerShell to automate operational tasks, troubleshooting, maintenance, and administration
- Identify and implement innovative solutions to optimize systems, processes, and technologies to drive continuous improvement and enhance service delivery.
- Collaborating with cross-functional teams to ensure alignment and consistency across the organization
- Participate in a rotating weekend on-call schedule.
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 with standard development practices (e.g., Jenkins, Git, etc.)
- At least 1+ year's experience in cloud platforms (e.g., AWS, Azure, etc.)
- Knowledge of Kubernetes, containers, Docker, Helm, Terraform/Ansible
- Strong leadership and mentoring skills, with the ability to guide and develop junior engineers
- Strong customer service skills and experience handling technical escalations
- 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
- Experience supporting production environments and troubleshooting complex application and infrastructure issues
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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