Product Support Engineer at Viamo

Job Description Viamo’s global SaaS platform for mobile engagement enables thousands of organizations to share information and gather feedback from the citizens they serve in the most challenging environments. Usage of the platform grew by over 10X in the past year, while we’ve added new countries, new channels, and new features. Reliability, scalability, and customer satisfaction are key success factors in our growth and this is where you come in. In this role, you will contribute to the overall reliability of the platform. You will build, integrate, monitor, and respond to monitoring and alerting tools and implement reliability initiatives while responding to client-reported issues.About YouNote: Did you know that?• HR research shows that men apply to jobs when they meet an average of 60% of the criteria, but women and other under-represented people often apply only if they feel they check 100% of the requirements. We would love to see your application even if you don’t feel you hit every point below.• Do you have experience developing web applications at scale? Are you passionate about creating and supporting technology to improve lives at a fundamental level around the world? We’re looking for someone who:• Enjoys working with a diverse team of engineers from different cultural backgrounds.• Shares an attitude of diligence, attention to detail, and pragmatic perfectionism.• Shares a commitment to 24/7 reliable systems.• Has a strong sense of empathy for clients and the ability to go the extra mile to resolve an issue on time for them.• Can self-manage, and are skilled at prioritizing long-term outcomes while meeting short-term deliverables. Key Responsibilities• Respond to reports from clients on service downtime and software issues.• Build application monitoring and proactively triage alerts from existing monitoring tools.• Follow team best practices on handling client issues within our Service Level Targets.• Support clients and colleagues by documenting solutions in our knowledge base.• Communicate critical bugs, and service or infrastructure downtime to stakeholders to help them make business decisions.• Diagnose, replicate, and detail software issues and escalate them to the Development team. ProfileRequired• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field.• Experience as a Software Engineer or Development of customer-facing, high-availability applications or related fields.• Relevant experience in Linux systems administration (Ubuntu).• Knowledge of scripting languages – Bash, Python, Ruby, etc.• Clear, concise, and effective written and oral communication skills.• Experience working with PHP Laravel Framework, Sensu, Ansible, Git, and MySQL is a plus.