Provide technical support for all our products in our "Big Data" predictive-analytics SaaS platform for both end users and internal Lattice employees. Work in collaboration with our SaaS Operations team to perform server and database maintenance tasks to better operate the platform. The position will work closely with a multi-office team located in Boston, San Mateo, and Beijing.
Regular responsibilities include:
- Troubleshoot software configuration and deployment issues;
- Schedule and perform software installs, upgrades, and patches;
- Document and create a knowledge repository for a more self-service deployment environment;
- Take ownership of technical issues, and working with our Development, Product, and QA groups to resolve more advanced issues when necessary;
- Review logs to determine if any new error conditions require action;
- Work with development and testing staff to determine the impact new releases will have on the production environment;
- Make recommendations for improving maintainability and stability of the enterprise applications;
- Provide on-call support to resolve emergency issues on a rotational basis; and
- Resolve escalation issues from customer team and solutions architecture team.