Systems Operations Engineer (SysOps) at ActionIQ

| New York City, NY
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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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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • PythonLanguages
    • ScalaLanguages
    • TypeScriptLanguages
    • MySQLLanguages
    • ReactLibraries
    • ImmutableJSLibraries
    • FinagleLibraries
    • SlickLibraries
    • EnzymeLibraries
    • MoleculeLibraries
    • PlayFrameworks
    • LuigiFrameworks
    • AnsibleFrameworks
    • TerraformFrameworks
    • MySQLDatabases
    • RedshiftDatabases
    • Google AnalyticsAnalytics
    • OptimizelyAnalytics
    • IllustratorDesign
    • InVisionDesign
    • SketchDesign
    • FigmaDesign
    • AbstractDesign
    • AirTableDesign
    • PendoDesign
    • MiroDesign
    • In-designDesign
    • After-effectsDesign
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • HarvestManagement
    • WordpressCMS
    • SalesforceCRM
    • HubspotEmail
    • HubspotLead Gen

An Insider's view of ActionIQ

What's the biggest problem your team is solving?

Today SysOps biggest challenge is observability. We are laser focused on creating dashboards, monitors, and reports that will allow SysOps to create meaningful actionable alerts.

Tracey Little

SysOps Manager

What does career growth look like on your team?

I've landed some significant deals since I started. Including, the largest deal in our company history to date. Every account win and every account loss brings significant learnings and growth. Every day. Our sales support and enablement teams here at ActionIQ are incredible. Every win is "our" win.

Cindy Kenyon-Carpenter

Enterprise Sales Director

What are ActionIQ Perks + Benefits

ActionIQ Benefits Overview

At ActionIQ, we offer unique benefits that cater to the whole person inside and outside of the office. We do not track PTO, but trust the employee to get his/her/their work done while also taking the right time away for self care. We make time to get to know each other, check in, and help each other achieve goals. We have daily offerings like meditation and coffee breaks; weekly all hands meetings that unite the company and foster transparency, and year long perks that cater to the whole person. We are focused on the long term more than the short term and are actively working and adapting to continue fostering a strong, united company.

Culture
Friends outside of work
Eat lunch together
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
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)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
We do not track how much time-off every employee takes. We trust employees to manage their own vacation schedule to maintain the right level of work/life balance.
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Home Office Stipend for Remote Employees
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
Cross functional training encouraged
Promote from within
Continuing Education stipend
Time allotted for learning

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 student loan refinancing, ActionIQ offers perks that take care of the whole person and their families, even furry companions.

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