At Khoros, our passion is to help the world’s best brands create customers for life. We build products we’re proud of, and we’re passionate about customer success. As part of the Vista Equity family, you’ll receive best-in-class development opportunities and the ability to work with global brand customers like Samsung, HP, Sony, and Visa.
Position: Technical Support Engineer -Mission Critical Technical Support
We want to add an MCS Engineer (Technical Support Engineer) to the Mission Critical Support Team. You’ll be responsible for providing critical support to product outages for three different products as well as proactively monitoring product infrastructure and mitigating performance issues that have the potential to become an outage if not checked. The position requires one to work in 24x7 shifts. The team sets high standards for the work they do while also maintaining a learning-oriented work environment. You’ll be challenged to scale up quickly and learn many new technologies. This is a customer-facing role.
Some Responsibilities Include
- Work on Severity 1 issues (outages) across all products and for different customers.
- Respond to customers within defined SLAs and committed timelines.
- Monitor product infrastructure through different Observability tools and take timely action to resolve them.
- Proactively reaching out to customers when any potential issues are identified and fixed.
- Develop RCA while working with engineering teams.
- Identifying documentation requirements in our knowledge base.
Minimum Requirement:
- 3+ years of experience in technical support roles, ideally supporting web applications.
- Basic Administration experience with any Application Server like Apache Tomcat, JBoss, WebLogic, Websphere, etc.
- Exposure to JVM thread dumps and Heap Dumps analysis.
- User-level experience in Linux Environment.
- Experience or knowledge of Observability tools: DataDog, ELK, SumoLogic, CloudWatch.
- Ability to understand and troubleshoot basic application server-related technical issues.
- Excellent written and spoken communication skills
- Able to communicate effectively between teams and individuals of varying technical expertise.
- Able to multi-task effectively while working on customer issues.
- Bachelor's degree in Computer Science, a related technical field involving computer systems engineering, or equivalent practical experience.
Nice to Haves
- Experience in Web Technologies like HTML5, CSS, JavaScript, JQuery, etc., and Programming languages like Java, J2EE, or Python.
- Experience in Scripting languages like Shell, bash, etc.
- Technical or support certifications such as ITIL V3/V4.
- General idea about Multi-Tier Web Application Architecture.
- Familiar with the latest trends in social channels (forums, Facebook, Twitter, etc.)
About Khoros
The Khoros platform connects every facet of customer engagement, including digital contact centers, messaging, chat, online brand communities, CX analytics, and social media management so brands can listen, respond, and act on customer conversations- creating deep relationships and fostering brand loyalty and advocacy.
Khoros offers a great working environment and competitive compensation and benefits packages. We're looking for fast-thinking, innovative, passionate team players who enjoy brainstorming new ideas, working with the best and brightest in the social media software industry.
Our Core Values
Accountability - We embrace an ownership mentality
Customer-Centricity - We are obsessed with achieving customer value
Agility - We move with urgency and purpose
What We Do
Khoros is a global leader in digital-first customer engagement software and services. We build enterprise software and offer expert services for digital customer service, messaging, chat, online brand communities, and social media management. Our platform is used by over 2,000 of the world's biggest and best brands to help them create customers for life.
Why Work With Us
At Khoros, we’ve worked hard to create a culture where every employee is valued. We’re made up of many backgrounds and perspectives, and we strive to celebrate our differences to create a collaborative and respectful workplace. We hire for potential, offer learning opportunities, and encourage growth within the organization to advance your career.
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