Support Engineer at Virtual Company

Scottsdale, AZ 85255

About the Job

Vaco is working with a financial services company to recruit and hire two Support Engineers who will play a critical role in ensuring the reliability, availability, and performance of production systems. You will work closely with customer support, development, operations, and infrastructure teams to maintain and enhance our services, employing best practices to drive system reliability and efficiency. You will diagnose system issues, dive into scripting, and configure monitoring tools to ensure system coverage. If you are someone that loves to learn, grow and provide outstanding customer support, this is a great role for you. Please reach out to a member of the Vaco Arizona team today to learn more.
Experience:

5+ years of engineering experience, with at least 3 years of experience in production support, system administration, or related roles
Strong understanding of SRE principles and practices
Experience with monitoring and alerting tools (e.g., New Relic, Prometheus, Grafana, Datadog)
Proficiency in scripting languages (e.g., Python, Bash)
Familiarity with cloud platforms (e.g., AWS is preferred)
Knowledge of containerization and orchestration tools (e.g., Docker, Kubernetes)
Experience with configuration management tools (e.g., Ansible, Puppet, Chef)
Experience with incident management tools (e.g., PagerDuty, OpsGenie)
Knowledge of database management and tuning (e.g., SQL, NoSQL)

Core Responsibilities:

Collaborate with product, customer support, and operations teams and serve as technology first responder to efficiently resolve escalated issues
Coordinate with and train additional team members (including offshore team members) to ensure 24/7 support
Develop, maintain, and optimize monitoring and alerting systems to proactively identify issues
Analyze system performance and identify areas for improvement
Collaborate with engineering teams to optimize application and infrastructure performance
Monitor production systems for performance, availability, and reliability
Respond to and manage production incidents, triaging and performing root cause analysis and help implementing fixes to prevent recurrence
Implement and manage capacity planning and scaling strategies
Automate repetitive tasks and processes to increase operational efficiency
Develop and maintain scripts and tools for system management and monitoring
Implement and maintain SRE principles, including service level objectives (SLOs), service level indicators (SLIs), and error budget
Participate in the design and implementation of disaster recovery and high-availability solutions
Maintain comprehensive documentation for systems, processes, and incident management procedures
Create and deliver regular reports on system health, incident trends, and performance metrics
Work closely with development teams and SaaS vendors’ product teams to ensure new features and changes are reliable and scalable
Communicate effectively with stakeholders to provide updates on incident resolution and system status
Stay current with industry trends, technologies, and best practices in SRE and production support
Propose and implement improvements to processes, tools, and systems

Soft Skills:

Strong problem-solving skills and attention to detail
Excellent communication and teamwork abilities
Ability to work effectively under pressure and manage multiple priorities
Remote with shift duties and possible travel to HQ
Must be able to work shift hours (earliest 7AM PST and latest is 8PM PST) with rotating weekend shifts.

Vaco values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.

EEO Notice

Vaco is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.

Vaco LLC and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco LLC and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HR@vaco.com .

Vaco also wants all applicants to know their rights that workplace discrimination is illegal.

By submitting to this position, you agree that you will be giving Vaco the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.

Privacy Notice

Vaco LLC and its parents, affiliates, and subsidiaries (“we,” “our,” or “Vaco”) respects your privacy and are committed to providing transparent notice of our policies.

California residents may access Vaco’s HR Notice at Collection for California Applicants and Employees here.
Virginia residents may access our state specific policies here.
Residents of all other states may access our policies here.
Canadian residents may access our policies in English here and in French here.
Residents of countries governed by GDPR may access our policies here.

Pay Transparency Notice

Determining compensation for this role (and others) at Vaco depends upon a wide array of factors including but not limited to:

the individual’s skill sets, experience and training;
licensure and certification requirements;
office location and other geographic considerations;
other business and organizational needs.

With that said, as required by local law, Vaco believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.