Tier I Cloud Support Representative (Evergreen)

Thycotic Software

Taguig, PH
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 02/28/2021
  • Website: thycotic.com
  • Company Address: 1101 17th Street NW Suite 1102, Washington, DC, 20036

About Thycotic Software

Thycotic prevents cyber attacks by securing passwords, protecting endpoints and controlling application access. Thycotic is one of the world’s fastest growing IT security companies because we provide customers with the freedom to choose cloud or on premise software solutions that are the easiest to implement and use in the industry. Thycotic has grown to serve more than 10,000 customers.

Job Description

Position Summary
 
The Tier I Cloud Support Representative requires a technical background in Azure and/or Linux with a minimum of two years’ experience in monitoring, notification and alert analysis. The job requires the ability to monitor multiple cloud tenants, react seamlessly to notifications and performing basic troubleshooting and resolution steps.
 
This position is based in our Taguig City, Philippines office and will report to a Technical Support Manager/Team Lead. 

Key Responsibilities

    • Responsible for ensuring critical SLAs are met
    • First point of contact for critical cloud-based systems who identifies and analyzes system problems
    • Daily operational monitoring of multiple cloud tenants
    • Proactively react to alerts ensuring zero customer down-time
    • Daily collaboration with internal Support and CloudOps team members
    • Customer update notification and resolution timelines, if required
    • Act on and escalate notifications from AZURE and AWS
    • Level 1 troubleshooting of Azure, AWS and databases
    • Identify product performance or functionality issues, develops and improves documentation for new and/or existing systems

Skills & Requirements

      • Well versed in TCP/IP, DNS, networking, ACLs, and web server concepts
      • Hands-on hardware/software/network troubleshooting
      • Proficient in web technologies including Apache, IIS, LAMP stacks, Reverse Proxies, etc.
      • Experience with monitoring tools such as Azure Monitor, Log Analytics, AWS CloudWatch, NewRelic, Nagios, Solarwinds, Dynatrace, Retrace, etc.
      • Experience with Virtual Networks, Storage, Virtual Machines, and Azure Active Directory
      • Experience with PKI systems and SSL/TLS Certificates management
      • Basic knowledge and use of DBs and SQL query language
      • Knowledge of static content offloading, caching, and CDNs
      • Microsoft product expert including, IIS, Windows Server 2012-2016, Active Directory, Azure Resource Templates or   Linux product expert including general server management, linux shell, configuration management, SSH, AWS Cloudformation
 
Why Work at Thycotic?
 
We’re passionate problem-solvers doing our part to make the world a safer place. We invest in people who are smart, self-motivated and collaborative.
 
What we offer in return is meaningful work, a culture of innovation and great career progression!
 
Thycotic was named a “Best Places to Work” Award Winner in 2019 and 2020 in recognition of our positive work environment and culture, as reported by employees.  A focus on employee advancement and our ethos of respect are just some of the reasons why people love working here!

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.