Astea’s teams design, implement, and support multi-platform, large scale applications. We are looking for talented and skilled Level 2 Support Engineers who are devoted to establishing a steady and reliable operation of production and development environments hosting applications developed by Astea Solutions as well as company-wide internal services and ensuring that they run smoothly, efficiently, and with as little interruptions as possible. The existing teams are distributed across the USA and Bulgaria. The work requires an intensive collaboration with multiple stakeholders, including client representatives and team members across the ocean.


Responsibilities:

  • Responding to automatic server alerts and system outages
  • Responding to client support requests
  • Troubleshooting platform issues, performing root cause analysis and providing fixes or workarounds
  • Being on pager duty on a rotational basis
  • Performing proactive system maintenance and operational procedures
  • Participating in systems deployment, configuration management, and disaster recovery
  • Generating and maintaining the knowledge base regarding system architecture and resolutions of known issues


Real-time Troubleshooting

In the case of an escalated system issue (incident), Level 2 Support Engineers work in real time with client representatives or other operations team, possibly after working hours, in order to determine the root cause of the issue and provide a resolution. Resolutions can include: configuration fixes, providing a workaround, or switching to a backup system.


Communication happens over email, instant messengers, Skype, and phone. While on pager duty, the Level 2 Support Engineer may be out of the office but needs to be available on call by phone 24/7 and have access to the Internet to handle issues remotely.


Work after working hours is compensated by:

  • overtime bonus at a 4x rate for every hour spent outside working hours
  • additional time off (two free hours for every hour spent outside working hours)
  • additional bonus for shifts on weekends and official holidays


Requirements:

  • Experience with the Linux operating system and knowing your way around the network stack
  • Excellent troubleshooting skills, problem solving skills, and critical thinking
  • Very good command of English and communication skills


Any non-empty set of the following skills is considered a plus for the candidate:

  • Experience with tools for log aggregation, system monitoring and virtualization
  • Experience with automation tools and cloud providers, such as Amazon Web Services and Rackspace, or Azure
  • Experience with version control systems (SVN, Git) and configuration management systems, such as Chef, Puppet or Ansible
  • Experience with database management systems, such as MySQL, PostgreSQL, MongoDB
  • Experience with software development platforms, such as Ruby on Rails, Java, HTML5, Node.js, Python


What we offer:

  • Cutting-edge technologies
  • Individual career development plan
  • Company-supported internal and external trainings
  • Flexible working hours
  • Great work-life balance
  • Social benefits and bonuses
  • Supplementary health insurance
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