Demyst is hiring a
Support Engineer

Summary

The job is a Support Engineer or Senior Support Engineer role at Demyst, a data management company specializing in external data orchestration. The role involves supporting Demyst clients, collaborating with internal teams, and providing help desk support for the globally distributed workforce. The position is fully remote but requires alignment of working hours from 3 AM EST - 12 PM EST.

Requirements

• Experience supporting Apple products and operating systems
• Experience administering and supporting common SaaS-based productivity tools
• Working understanding of networking and basic information security concepts
• Proficiency and experience with a scripting language such as Python
• Knowledge of API (REST and SOAP), HTTP protocols, API Security, and best practices is a must
• Knowledge of system validation process / Application Life Cycle Management
• Familiarity with common data structures and languages, e.g., SQL, JSON, Elastic Search

Responsibilities

• Monitor, triage, and resolve alerts from production systems within defined service-level agreements
• Cross-functionally collaborate with internal teams, clients, and external data vendors
• Partner with the engineering team to resolve non-production issues
• Manage the incident and service request queue for employee and client requests
• Provide desktop support related to computer hardware and software for Demyst’s workforce
• Administer and support SaaS applications used by Demyst’s workforce
• Improve the system alerting and reporting capabilities, along with automating business processes to further increase efficiency
• Technology onboarding and offboarding for the company's employees including provisioning and decommissioning laptops, and managing employee account privileges
• System policy, software updates, and software installation utilizing automation or mass deployment technology for Windows and macOS on laptops and AWS Workspace instances
• Create and update documentation for essential GSD processes and client/provider related information to improve response/resolution times
• Stay up-to-date with industry trends and emerging technologies

Preferred Qualifications

• AWS Workspaces administration experience
• ITIL v4 Foundation certified or experience with ITIL standards
• Experience with Jira Service Management including automation rules and reporting

Benefits

• Generous benefits and compensation plans
• ESOP awards available for tenured staff
• Join an established, and scaling data technology business
• Transfer to US and Australia offices possible for top performers after two years