Support Engineer (Level 4)

| Greater NYC Area | Remote
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SOLVE COMPLEX TECHNICAL CHALLENGES WITH KUBERNETES

As an L4 Technical Support Engineer, you will provide support to our customers for our software products. Our best L4 Support Engineers are critical thinkers and highly resourceful, who enjoy helping customers find solutions to complex problems by getting to the root cause. You will be the point of contact and liaison to the Support team and the development team to support the implementation of new Kubernetes based deployments, install new systems, upgrade existing systems, and troubleshoot and resolve application issues.

WHY YOU SHOULD JOIN OUR TECHNICAL SOLUTIONS TEAM:

You’re working with a team of technical SMEs who enjoy solving problems through collaboration. This team will be actively involved in your training and onboarding. Your manager has a track record of working across various complex solutions in the BI space. She leads and mentors a team that directly impacts the company’s success and future growth.

Roles and Responsibilities 

  • Work directly with customers to address their critical system and application issues
  • Perform root cause analysis by reviewing and analyzing system and application logs 
  • Deploy reproduction environments on Jenkins, AWS, AKS, GKE 
  • Collaborate directly with DevOps and R&D teams
  • Develop internal documentation and best practices for knowledge sharing
  • Mentor and provide consultation for the support teams

HOW YOU’LL RAMP:

By Day 30…

  • You will be trained in the Sisense architecture and deployment infrastructure 
  • You will understand the technology we use to build and deploy our Linux containerized application, including but not limited to Jenkins, Docker, Kubernetes, Ansible, and Helm
  • You will install Sisense and learn how the product is utilized in different environments
  • You will start to understand the basics of troubleshooting Sisense and associated technologies
  • You will learn all of the internal business processes on the L4 Global team
  • You will start to shadow team members and review tickets

By 60…

  • You will continue to do training on advanced Sisense topics
  • You will learn more about Sisense Linux and how to install and handle Linux related issues
  • You will be collaborating with other team members to support customers 
  • You will schedule meetings with other stakeholders (DevOps, R&D) to learn how those teams interact with each other and with Support
  • You will start handling more advanced requests/tickets and start managing this independently

By 90…

  • You will continue to learn advanced Sisense technical topics including upgrading, multi-node troubleshooting
  • You learn more about fully implementing Sisense in live, production environments
  • You will be mentoring customers and teammates to fill knowledge gaps 

WHAT YOU HAVE ACCOMPLISHED… SO FAR:

  • You’ll have extensive hands-on experience with software applications support
  • You have deployed and scaled distributed systems on VMs/Docker/Kubernetes infrastructure
  • You have experience with Ansible and Helm
  • You have a good understanding and experience with either AWS, GCP or Azure
  • You possess a strong knowledge of Linux operating systems and system engineering 
  • You have an awareness of security implementations, certificate management lifecycle, and SSH keys
  • You have a strong understanding of common services such as DNS, SMTP, HTTP and associated tools and technologies
  • You have a good understanding of network protocols, and network security
  • You have an understanding of common uses of proxy servers, reverse proxy servers and load balancers
  • You’ll have specifically handled complex customer problems centered around Kubernetes
  • You have experience in one or more programming languages and frameworks such as Node.js, Python and Javascript

WHAT YOU MAY HAVE ACCOMPLISHED… SO FAR:

  • You have basic experience with relational databases (MS SQL, MySQL, Oracle)
  • You have experience with technologies such as VMware, Jenkins
  • You have hands-on experience writing MongoDB scripts in JavaScript

About Us

  • We are a radically innovative BI company focused on redefining every aspect of business analytics.
  • We’re an industry leader with more than 2,000 global customers, including Expedia, Flexport, Nasdaq, GE, Philips & Tinder.
  • We’ve been recognized as a leading visionary in Gartner’s Magic Quadrant for Analytics and Business Intelligence.
  • We’re on-boarding rapidly! We have over 750 employees with offices in Kyiv, San Francisco, New York, Tel Aviv, Scottsdale, Melbourne, Tokyo and London.
  • We believe strongly in a data-driven approach to all that we do. We're constantly measuring and optimizing everything about the business.
  • We’ve been recognized by Comparably, Glassdoor, and Best Places to Work for our amazing company culture. 


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Technology we use

  • Engineering
  • Sales & Marketing
    • .NETLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • D3JSLibraries
    • jQueryLibraries
    • HighchartsLibraries
    • LeafletLibraries
    • AngularJSFrameworks
    • ExpressFrameworks
    • Node.jsFrameworks
    • GraphQLFrameworks
    • apolloFrameworks
    • MobxFrameworks
    • RabbitMQFrameworks
    • Apache CordovaFrameworks
    • iOS SDKFrameworks
    • Android SDKFrameworks
    • IonicFrameworks
    • MongoDBDatabases
    • RocksDBDatabases
    • MonetDBDatabases
    • SeismicCMS
    • ConfluenceCMS
    • SalesforceCRM
    • MarketoLead Gen

Location

1359 Broadway 4th Floor , New York, NY 10018

An Insider's view of Sisense

How does your team reward individual success?

Employees deserve constant recognition for their hard work and I believe in celebrating individual wins on a daily basis. My team has a Slack channel that allows us to post our wins throughout the day. On a larger scale, we have the Sisense Sizzle, a bi-weekly opportunity for the office to celebrate anniversaries, promotions, peer awards, and more!

Eden

Business Development Representative Team Lead

How do you collaborate with other teams in the company?

Collaboration is in Sisense’s DNA. Sales helps my team grow, bringing in new projects, so we return the favor when they need references or technical advice to help close a deal. R&D helps us develop solutions, so we provide them feedback to improve our product. There’s always a new challenge, but everyone is willing to pitch in.

Max

Solutions Architect

How does the company support your career growth?

Sisense hosts a program that discusses our internal mobility process and skills development to advance your career to the next level. I expressed my interest in a role on the People team in our new San Francisco office, and now I'll be relocating to help grow the engineering team there!

Avril

Technical Recruiter

What is your vision for the company?

My vision for the company is to grow a diverse and professional community of builders who will moonshot their career and accelerate our growth. We strive to empower builders to be their best selves and do their work!

Nurit

Chief People Officer

What kinds of technical challenges do you and your team face?

Delivering an effective BI solution requires data modelling, product customization, and our API to meet customer requirements. With quick access to dedicated R&D mission teams and loads of experience from colleagues, I know that everyone is committed to overcoming these technical hurdles, and this directly contributes to our customers' success.

Chad

Enterprise Business Intelligence Consultant

What are Sisense Perks + Benefits

Sisense Benefits Overview

Sisense Inc. offers a comprehensive benefits program to all eligible employees. Employees are eligible to enroll in the various plans on the date of hire, within 30 days of a qualified life event, or annually during the open enrollment period. We are confident that you will find this benefit package of great value to you and your family.

Medical, Dental and Vision plans, health savings account with employer contribution, flexible spending account employer paid long term and short term disability, employer paid Life Insurance and AD&D Insurance, additional Life and AD&D insurance options, 401K Plan w/ employer match, 10 Paid Holidays, unlimited PTO, first Friday after each end of quarter we “Come up for Air” (mandatory), Internal Meeting-Less Days, health advocacy, employee assistance program, generous employee referral program, free stocked kitchens, WellSense programs that include yoga, workout programs, etc to promote healthy/happy employees, discounted tickets (ticketsatwork), paid parental leave, pretax parking/commuter benefits (NYC), Paid Parking (AZ), Employee Experience Program that includes monthly/quarterly events like happy hours, employee outings, summer party, holiday party.

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Daily sync
Open door policy
Team based strategic planning
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Sisense's offers several Flexible Spending Accounts (FSA) through Wageworks. The programs are: Health Care FSA, Dependent Care FSA, and Commuter Benefits.
Disability Insurance
Sisense's provides short-term and long-term disability.
Dental Benefits
Sisense provides two options for Dental through Delta Dental: DHMO and a PPO.
Vision Benefits
Sisense's Vision Service Plan is covered by VSP.
Health Insurance Benefits
Sisense's health insurance plan is with Cigna and we offer three options, PPO, HSA - High, & HSA - Low.
Life Insurance
Sisense offers employees who work 30 hours or more, basic Life Insurance and employees have the option to elect voluntary Term Life Insurance.
Wellness Programs
Sisense's offers bi-weekly yoga classes and monthly mashups activities.
Mental Health Benefits
Sisense offers access to licensed professional counselors (health advocates).
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Happy Hours
Professional Development Benefits
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Customized development tracks
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