Technical Services Engineer

Deployment, Platform Configuration & Automation

1. Lead the maintenance of automated deployment processes for our solutions within Simr platform deployments, utilizing infrastructure as code (IaC) and scripting technologies. 
2. Manage cloud platforms by adjusting parameters, adding new instance types, and configuring infrastructure based on operational and customer needs.
3. Contribute to the continuous improvement of our solutions and deployment processes, identifying opportunities for automation and optimization. 
4. Create internal scripts (Bash, Python, etc.) and tools to automate repetitive tasks and improve team efficiency. 

Customer Support & Issue Management

1. Collaborate closely with customers to understand technical requirements and customize platform deployments to meet their specific needs.
2. Provide expert technical support via email, phone, and help desk tools; troubleshoot complex issues and manage the escalation process (L1 & L2) to internal teams when necessary. 
3. Prioritize, triage, and track support tickets to ensure timely resolution within established SLA timeframe.

Monitoring, Troubleshooting & Reliability

1. Proactively monitor customer infrastructure, applications, systems, and network performance to identify, troubleshoot, and resolve complex issues, respond to service alerts, optimize reliability and efficiency.
2. Perform root cause analysis (RCA) to prevent recurring incidents and ensure operational continuity.

Security, Access Management & Compliance

1. Develop and enforce security best practices for customer deployments, ensuring full compliance with industry standards and regulatory requirements.
2. Manage user accounts throughout their lifecycle, including addition, removal, and permission modification, to maintain effective access controls.
3. Conduct regular security scans and remediation activities to identify vulnerabilities and uphold system integrity. 

Data, Backup & License Server Operations

1. Manage infrastructure data and perform backup/restore operations for the Simr platform to ensure operational continuity and data integrity (excluding user-generated data).
2. Set up, maintain, and troubleshoot license servers for engineering software (e.g., COMSOL, ANSYS) to support customer workflows.

Documentation, Reporting & Knowledge Management

1. Develop and maintain comprehensive customer-facing and internal technical documentation, training materials, knowledge base resources, FAQs, best practice guides, and usage reports related to cloud platforms, containers, software utilization, issue resolution, and operational processes. 

Technical Leadership & Continuous Learning

1. Serve as a technical mentor to junior team members, sharing knowledge and best practices. 
2. Participate in complex, detailed projects within the department, with minimal oversight. 
3. Stay abreast of emerging technologies and trends in cloud computing, infrastructure automation, and cybersecurity.

Must have:

• Min. Bachelor’s degree in computer engineering or similar relevant field
• 5+ years of experience with Linux Operating System as a system administrator and experience supporting cloud-based business applications in a production environment 
• Solid understanding of Linux operating systems, including basic network configuration and command-line proficiency.
• Experience with GCP is a plus, if not, experience with AWS or Azure is needed.
• Experience with scripting languages like Bash or Python for basic automation tasks.
• Basic understanding of containerization technologies like Docker and Kubernetes.
• Good troubleshooting and problem-solving skills.
• Ability to interact with customers and internal teams.
• Familiarity with customer service software (e.g. Salesforce, HubSpot, Zendesk, Freshdesk)
• Ability to manage multiple support tickets simultaneously while meeting SLA deadlines.

Nice to have:

• Experience with infrastructure as code (IaC) tools like Terraform or Ansible.
• Exposure to configuration management tools like Puppet or Chef.
• Knowledge of monitoring tools and performance analysis.
• Familiarity with Git and version control best practices.
• Familiarity with High Performance Computing (HPC).
• Familiarity with Engineering applications such as ANSYS, COMSOL, STAR-CCM, etc.