CloudOps Engineer GCP (Infra)

Job Description:

• Troubleshoot and resolve technical issues or queries raised by the customer efficiently and effectively
• Collaborate with Technical team members to resolve customer issues and engage on various strategic projects discussions when needed
• Gather the required information to handle technical inquiries
• Manage customer expectations regarding estimated response times for issue resolution
• Meet SLAs response and resolution times by partnering with different teams in the organization
• Drive technical issues from reporting to resolution, communicating with customers regularly regarding the issue status
• Collaborate with different teams to resolve the issues faced by customers and provide solutions
• Ensure queries and complaints are dealt within a courteous, effective and timely manner.

• Basic knowledge of AWS support
• Relevant experience in technical customer support, with a strong customer interaction experience
• Working knowledge of SQL, Jira, Postgres related technologies
• Ability to automate / write scripts for small repetitive jobs
• Ability to multi-task in a fast-paced environment
• Excellent ability to learn and articulate software-related and technical concepts
• Strong active listening skills and excellent written and oral communications skills
• Attention to detail when communicating with customers (verbal & written)
• Ability to empathize with customers and convey confidence
• Proven ability to troubleshoot for issues raised, escalate problems where necessary
• Demonstrated skill and passion for operational excellence by using automation and process improvements.

Location: Bengaluru

Experience: 3+ Years

We are looking for a highly motivated Support Engineer to be part of Borderless Softtech Pvt Ltd Support team. In addition to strong technical competency, the position requires the ability to effectively work with different teams.

The Support Engineer will be responsible for production support of the Stockal applications on the cloud. The role involves continuous collaboration with business, development teams & partners. Our ever-evolving technology stack ensures a phenomenal learning culture in the team.

Responsibilities:

• Handling On-call production support, Change and Incident Management for critical systems.
• Setting up alerting and monitoring, troubleshooting application issues in AWS cloud.
• Prepare, evaluate and maintain tools supporting and process automation for software product release.
• Perform with project teams to identify apt build schedule and initiate packaging and build process.
• Drive projects that improve support-related processes and technical support experience.
• Manage build automation and integration tools (Jenkins, Maven) and processes.
• Create scripts to automate build processes to improve organizational performance.
• Demonstrate technical, analytical and problem-solving skills.
• Providing support in the form of procedural documentation.
• Drive development team towards best-in-class, continuous integration/delivery tools and procedures.

Role: Security Researcher

Location: Pune

Security and compliance enthusiasts to catalyze product R&D for a breakthrough product in the hyperactive world of SaaS, who are/have:

• driven by a strong desire to seek challenges, observe patterns, analyze impacts, present insights, share experiences, and continually build upon the discovered information, for maintaining the latest knowledge about the state of Internet security
• keenly follow the ever-evolving space of Web enabled supply chains and contribute towards securing interactions in the application layer
• hands-on with leading open source tools and methodologies relevant to threat hunting, PoC development, and remediation management
• strong background in application security, and a high degree of familiarity with resources such as OWASP Top 10 for API / Web / Cloud / Mobile, MITRE, CIS, and similar leading projects from OffSec, SANS, NIST, CSA, et al
• conversant with industry standards, guidelines and best practices regarding pentesting focused on data and interactions concerning modern applications that are powered by DevOps and microservices
• detail oriented and above-average communication skills, with demonstrable experience in understanding of CVEs, CVSS, CWE, report -writing, -submission and -followup
• able to quickly skill up or adapt their techniques to keep step with the rate of innovation for business enablement as well as improvisation in adversary tactics
• familiarity with relevant data-protection requirements prescribed by regulatory bodies / best practices / standards for compliance, information security or privacy, e.g. HIPAA, GDPR, PCI-DSS, ISO27001, etc.
  
  
  

Advantage points

The above, along with one or more listed below, would form a great combination:

• able to share relevant credentials: CVE records, patents, papers, or other work-samples
• conversant with projects such as OpenVAS, OpenCSPM, OpenSCAP, or any other implementations, tools, or use-cases with SCAP constituents, JOVAL or OSCAL
• comfortable working with application and device logs
• ability to translate threat reports or synopses into articles/ blogs, or educational content such as for subject oriented whitepapers, business oriented webinars, developer oriented guidelines, etc.
• familiarity with IaC / SecOps / DevOps concepts & tools

To carry out:

Research and development in the field of SaaS security, specifically the trending sprawl of software services consumed over the Web, covering various domains that are essential for achieving – and maintaining – a robust security posture, including but not limited to:

• hardening, or locking down, a Web-based / SaaS app to protect the data, users, and other assets for an enterprise
• weighing the pros and cons of all the settings that a parameter can be configured to; using the app's admin panel, service API, or ordinary user interface, especially in the context of introduction, withdrawal or otherwise modification of application\service features by the vendors, advisories published by the security community, and other mandates or disruptions affecting the Cloud \ Web-based or SaaS ecosystem
• recommending and documenting –accompanied by proof of concept where relevant to demonstrate or prescribe – the best security setting for a configuration parameter
• researching diligently, through the app's official documentation, developer resources such as APIs, community boards/repositories, and so on, to generate hypotheses, knowledge-bases and evidences supporting the recommended security configuration
• analyzing controls, tools and resources to preempt and manage threats to the security posture in terms of identities, use cases and user entity behaviors
• researching, analyzing and advising best practices to protect the enterprise from data exposure, corruption, or leakage, resulting from its SaaS security posture
• suggesting, reviewing, and updating the recommended configurations, across specific apps, or groups of similar apps, or other logical constructs
• creating, reviewing, analyzing, correlating, mapping, and updating the list of controls from diverse compliance standards, frameworks or best-practices, as they correspond to relaxing, toughening, or altogether omitting one or more configuration settings

ABOUT US

Established in 2009, Ashnik is a leading open source solutions and consulting company in South East Asia and India, headquartered in Singapore. We enable digital transformation for large enterprises through our design, architecting, and solution skills. Over 100 large enterprises in the region have acknowledged our expertise in delivering solutions using key open source technologies. Our offerings form critical part of Digital transformation, Big Data platform, Cloud and Web acceleration and IT modernization. We represent EDB, Pentaho, Docker, Couchbase, MongoDB, Elastic, NGINX, Sysdig, Redis Labs, Confluent, and HashiCorp as their key partners in the region. Our team members bring decades of experience in delivering confidence to enterprises in adopting open source software and are known for their thought leadership.

THE POSITION

Ashnik is looking for talented and passionate people to be part of technical support team. You will be responsible for solving technical problems to ensure uptime. You will assist customers with their technical issues and questions around specific technology, including configuration and tuning and performance. Successful candidate should understand the importance of ownership of the problem and way to get it solved by leveraging the team in given time.

RESPONSIBILITIES

• Be the First point of contact for support queries
• Be responsible for solving customer queries and tickets in timely manner.
• Communicate with customer and internal team regarding problems reported and solved status in timely and effective manner.
• Log monitoring, event monitoring and resolving tickets in defined SLA.
• Apply updates and patches to keep the software up-to-date in line with organizational policies
• Provide support for installation and configuration.
• Monitor and identify areas of performance improvement
• Identify and write scripts for automating support tasks.
• Communicate effectively internally and with product support team to reproduce, resolve support cases and document them.

ESSENTIAL SKILLS

• Hands-On experience and skills in Linux operating system
• Knowledge of ELK stack or relevant technologies such as SolaR, Splunk etc.
• Good understanding of Indices Mapping , Index management such as archiving, reindexing, sharding etc.
• Good understanding of Analytical data structure and experience in deployment of same in the form of Reports and Dashboards
• Experience in NoSQL or RDBMS technology is desirable
• Python/Node.js or relevant data processing programming experience is preferred.
• Knowledge of Designing and Developing data pipeline using ETL tool such as Elastic Stack.
• Knowledge of real-time data collection with various data sources.
• Experience in deploying scalable Elastic cluster is desirable

QUALIFICATION AND EXPERIENCE

• 2 -4 years of experience in technical support role.
• At least 2+ years experience working across multi-cultural and geographically distributed teams
• Experience in trouble shooting, maintaining and supporting production setup
• Engineering or equivalent degree
• Ability to interact effectively with customers for problem resolution.
• Sense of urgency and ownership to get problems solved in timely manner
• Attention to details.
• Ability to work on multiple tickets/ support cases effectively and to be able to manage the time critical tasks.

LOCATION: Bangalore

Experience: Minimum 2 yrs

Package: upto 8 LPA

Responsibilities

• Interact with the Velocity customers via phone, email or video conference and by demonstrating the highest level of urgency, resolve customer issues in a timely manner. 

• Build and maintain excellent relationships with clients and achieve the highest level of customer satisfaction.

• Work as part of our extended support team in a startup atmosphere, doing whatever it takes to exceed customer expectations

• Be an Owner and respond to internal inquiries related to Velocitysystems, products and processes. Interact with multiple third-party vendors to resolve the issues

• Understand the technical application of the Velocity suite of products and services

• Partner with Customer Success, Sales, Engineering and Product teams to resolve sophisticated problems with potentially costly and far-reaching consequences 

• Write it Down: identify and create documentation that Empower Others 

What do you need?

• 3+ years of relevant experience in Customer Success

• Have an understanding of web applications, REST APIs, DB Systems

• Experience with JavaScript, Ruby, Perl, or Python programming

• Prior knowledge of DBMS, SQL

• Past experience of using tools like Postman, Kibanna, 

• Strong analytical and problem solving skills.

• Strong debugging skills. Instinctive ability to subdivide problems into basic components in order to efficiently pinpoint root cause of issues.

• Team player with solid communication and presentation skills

• Good interpersonal communication and customer service skills are needed to work successfully with customers in high stress and or ambiguous situations

 

Essential duties and Responsibilities:

•             Assist IT staff with the delivery, installation, configuration and ongoing usability of desktop and laptop computers, peripheral equipment and software.

•             Maintain employees' access on associated computer systems and/or phone/voicemail systems

•             Assist employees with Smartphones, Laptops and Tablets

•             Works with vendor support contacts to resolve technical problems with desktop computing equipment and software.

•             Ensure desktop computers and users interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, conferencing systems, application servers and administrative systems.

•             Works with senior IT staff to purchase hardware and software.

•             Assesses functional needs to determine specifications for purchases.

•             In Person, Phone, Email and Ticket support with onsite and remote employees.

•             Manage Ticket pipeline within stated SLA's.

•             Performs all other duties as required.

Essential Knowledge & Skills:

•             Knowledge of principles, methods, and practices related to payroll activities.

•             Knowledge of accounting procedures and practices.

•             Able to exercise great initiative independent judgment.

•             High regard for confidentiality and ability to maintain confidential information.

•             Ability to manage several projects and tasks simultaneously.

•             Solid problem-solving and business acumen skills.

•             Willingness to work additional hours in order to meet tight deadlines.

•             Exceptional written and verbal communication

•             Excellent customer service

•             Highly organized, with exceptional attention to detail

•             Able to thrive in a fast-paced environment

•             Efficient written and verbal skills in the English language

Education and/or Experience:

•             Associates Degree in Information Systems, Business, Communications or related field

•             3-7 years' experience supporting Windows 7/8/10 desktop and laptop computers

•             3-7 years IT Customer Service Experience a must

•             Experience troubleshooting hardware issues remotely.

•             Experience installing software, patches and updates on Desktops and Laptops remotely

•             Experience troubleshooting basic network, software and printing problems

•             Mortgage Industry experience a plus

•             High School Diploma required

Machines, office equipment & software:

•             Windows 7/8/10 desktop, laptop and tablet computers