ActionIQ
Our mission is to unlock the power of data to transform customer engagement and create authentic human connections.
New York, NY
Hybrid

Systems Operations Engineer (SysOps)

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About the Role:  ActionIQ is looking for a Systems Operations (SysOps) Engineer to work in the SysOps Team. Our ideal candidate has prior experience working in a production support or operations team, and understands what it takes to operate a SaaS product.  

About the Team: 
Focusing on incident management, the SysOps team’s goal is to reduce the impact of an incident and to reduce and limit Mean Time To Recover. SysOps aims to understand and report on real customer impact over time.
As a member of the SysOps team, you will be the bridge that allows for seamless collaboration between SysOps, Engineering and Customer Engagement. Your impact will be felt throughout the company, visible both internally and externally.  As a critical team in a startup, your input on improvements to the tools and processes used by your team will be valued - and expected!

One year from now you will have:

  • Learned how to monitor, log and remediate incidents in an efficient and effective manner
  • Improved and shortened the platform’s mean time to recovery
  • Review security dashboard alerts and open incidents for security team 
  • Worked with the team to automate existing manual tasks and reduce false alarms
  • Created dashboards and reports in Datadog and PagerDuty that will aid in reducing false alerts and provide insight into trends that may create down time

As a SysOps Engineer,  you will work on a small team with potential for growth in the direction you find most interesting, whether that be software development, systems engineering, DevOps, or a future leadership role.

Responsibilities: 

  • Coordinate the initial response activities for incidents across the AIQ environment, including creating incident records 
  • Perform first-level triage of events, such as: issue confirmation, assess impact and gather impact details, review knowledge based tools (TSGs & SOPs) for guidance on how to resolve issues
  • Manage low and mid-level severity incidents; escalate high severity incidents to resolution team as appropriate, ensuring each incident has a JIRA ticket assigned
  • Support cloud infrastructure and automation in collaboration with multiple software teams
  • Participate in a monthly on-call rotation
  • Work with the SysOps Manager to define and report on key performance indicators
  • Identify gaps in information flow that impact our time to recovery (MTTR) and time to detection (MTTD)
  • Maintain compliance with security standards and audit requirements
  • Help ActionIQ continue to improve incident management and response by clearly documenting response processes and tools and by leading After Action Reviews
  • Maintain a status page, providing timely and relevant information to our customers
  • Use telemetry and monitoring tools to communicate status to the rest of the organization


What you bring to ActionIQ:

  • Interest in performing system administration duties in cloud environments (ie Lambas, IAM Key Rotations)
  • Basic command line linux skills 
  • Excellent verbal and written communication skills
  • Basic network troubleshooting skills
  • Excellent general problem solving and troubleshooting skills
  • Strong interest in the areas of DevOps, Site Reliability Engineering, Incident Response, Resilience Engineering, and Technical Operations

Tools used by the team include:

  • AWS & Google Cloud Platform
  • Atlassian suite (Confluence, Jira, Statuspage)
  • Git
  • Linux command-line utilities and BASH
  • Datadog and Prometheus
  • PagerDuty
  • Python


Our work is broad and complex in nature - please don't rule yourself out if you do not meet every requirement. 

Benefits:

  • Work with a fun, inclusive, and smart team of people as we build a NYC-based enterprise software company!
  • Competitive compensation package, including significant equity component
  • Backed by top-tier VCs (Sequoia, Andreessen Horowitz, FirstMark Capital)
  • Top notch health insurance benefits, including 12 weeks paid parental leave for both parents.
  • We are currently working remotely due to COVID-19, but we will be opening a beautiful new office right on Madison Square Park! All NYC-based employees will have the option to return to the office 3 days per week beginning after Labor Day on an “opt-in” basis. We plan to officially reopen our office in the beginning of 2022.
  • Check out our latest blog post here to learn how we designed our return to work plans.
  • Work from Home stipend to optimize office set up.

ActionIQ is committed to building an inclusive, equitable, and diverse organization. We embrace equal opportunity for all applicants and seek to foster a culture of belonging for our employees. We recognize and appreciate that the more inclusive we are, the better we will function as a team. AIQ welcomes qualified applicants of any race, color, ancestry, religion, sex, national origin, gender identity, gender expression, age, marital or family status, disability, military veteran status, and any other status or background. Join us on our journey to build a product that will help our customers deliver memorable experiences that will drive loyalty and growth.

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What are ActionIQ Perks + Benefits

ActionIQ Benefits Overview

We offer benefits catered to the whole person, from top of the line healthcare coverage and wellness programs to employee experiences and professional development opportunities, our employees are at the center of all that we do. As an Actionite, you’ll have the opportunity to explore, enhance and expand your skill set through conferences, workshops, experiential learning, cross-team collaboration and more.

We operate in a hybrid model for our NYC based employees (in office: M, W, Th and remote: Tu, Fr) along with two remote seasons during the year where our employees can work from anywhere.

Culture
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Hybrid work model
In-person all-hands meetings
Bi-weekly meetings where we all come together to learn more about the latest in the organization from leadership and colleagues.
In-person revenue kickoff
Flexible work schedule
Our working hours are 10-6pm EST but this is flexible based on your location and your team’s ways of working.
Remote work program
For employees who are not fully remote we offer two remote seasons during the year where all employees can work from anywhere. https://www.actioniq.com/blog/actioniqs-new-ways-of-working
Diversity
Documented equal pay policy
Hiring practices that promote diversity
Structured hiring processes and practices, Diverse hiring panels, Gender decoder for job descriptions, Interview training for all hiring managers and teams
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Provided through Navia
Disability insurance
Dental insurance
Two plan options through Guardian.
Vision insurance
Provided through Guardian/VSP XPHealth vision discounts
Health insurance
Choice of four EPO & PPO plans through Anthem BCBS
Life insurance
Wellness programs
One Medical Membership, Gym Reimbursement through Anthem BCBS
Mental health benefits
Employee Assistance Program (EAP) Care Concierge Spring Health
Financial & Retirement
401(K)
Provided through Empower Retirement. Sofi and Origin Financial (personal finance and financial planning tools)
Company equity
Equity options are granted to our employees and executives upon the date of hire. Options are fully vested after 4 years of employment.
Charitable contribution matching
Employee donations of up to $500 per fiscal year will be matched.
Child Care & Parental Leave Benefits
Generous parental leave
All new parents are eligible for 12 weeks of 100% paid parental leave following a child’s birth.
Family medical leave
ActionIQ provides all qualified employees with 4 weeks paid leave to care for a seriously ill family member (child, spouse, parent, sibling, or registered domestic partner).
Vacation & Time Off Benefits
Generous PTO
We have a flexible PTO policy and encourage employees to take PTO to maintain work-life balance. We trust employees to communicate time off so colleagues feel supported and prepared.
Paid holidays
Company-wide vacation
Every year the company is closed from December 24th through the 1st of the year for a winter break.
Office Perks
Commuter benefits
Provided through Navia
Company-sponsored outings
Free snacks and drinks
Fully stocked kitchen at 11 Madison Ave.
Some meals provided
Family style and boxed style lunches provided Mon, Wed, Thurs.
Company-sponsored happy hours
Bi-monthly social hours following All Hands Meetings
Meditation space
Mother's room
Professional Development Benefits
Job training & conferences
ActionIQ offers employees professional development opportunities like Onsite training courses and the ability to attend job related conferences and seminars.
Lunch and learns
We set aside time for our employees to learn from each other, gain perspective, and foster an environment of curiosity. (Culture Talks, Curiosity Series, Data Bytes)
Promote from within
Online course subscriptions available

Additional Perks + Benefits

From covering the cost of a One Medical membership for all employees to ensure quality, affordable and accessible health care to commuter benefits and a company-wide winter break, ActionIQ offers perks that take care of the whole person and their families.

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