Operation Engineer

Summary

Join Portonics as an Operations Engineer and contribute to optimizing operations and ensuring seamless technical processes in a fast-paced tech environment. As an agile team, we are passionate about what we build and focus on flat culture to encourage people's passions. This role requires managing tickets in JIRA, providing up to Level 2 support to clients, and organizing technical support team activities.

Requirements

• Experience with Linux system administration, Kubernetes, Docker,. and deployment processes
• Proficient in monitoring tools like Grafana, Kibana,. and Prometheus
• Strong troubleshooting, performance optimization, and incident management skills
• Experience with scripting. (Bash, Python) and automation
• Knowledge and skills in MySQL/PostgreSQL (Including Replication)
• Bachelor's Degree in Computer Science or related field; with 3 years. of industry experience including systems analysis or equivalent combination of education, training, and experience
• At least 3 years. of technical support for a technology company (channel/partner management experience highly preferred) experience required
• 2 years. of hands-on experience with Linux and/or Windows Server 2010 and up-OS
• Demonstrated experience supporting enterprise-level, mission-critical applications

Responsibilities

• Provides support for all incoming and assigned customer cases via telephone and web-based CRM platforms
• Re-creating customer problems and testing customer configurations in-house to help diagnose problems
• Escalates customer issues. and requests assistance as appropriate
• Acquires maintains, and expands knowledge of relevant product offerings, current support policies, and methods of support delivery, to quickly provide complete solutions
• Performs at a high-performance level of response. and resolution time, first call resolution, and customer satisfaction
• Occasional travel to customer sites to perform on-site troubleshooting, upgrades, etc
• Manage and run the company Atlassian JIRA Service Desk. for all clients
• Compile, analyze, and report on support metrics and work with product and engineering teams to communicate hot issues, customer/partner needs, and priorities, and to drive product improvement
• Builds & maintains strong business relationships, ensuring support is aligned with business objectives and helps drive value to the business and clients
• Works in partnership with the Technology team (e.g., applications, process, and infrastructure) to ensure that overall support teams are able to deliver effective and efficient solutions and services addressing technical operational needs
• Develop standard work procedures for all support activities
• Work closely with Project Leads to ensure accurate and complete data is being pulled out of systems for business reporting needs
• Develop, test, and continually improve disaster recovery and system backup plans
• Interface with the training department to ensure documentation and support-related training material is shared with new team members
• Monitor system health using tools like Grafana. and Kibana
• Manage Linux servers, Kubernetes clusters,. and Docker. containers
• Handle deployments and ensure smooth operation of applications
• Troubleshoot and resolve system issues, ensuring high availability
• Support and resolve customer tickets. related to system performance
• Provide incident support. and prepare Root Cause Analysis (RCA). reports
• Automate tasks and optimize resource usage
• Participate in on-call rotations for incident response