Support Engineer II

Shift: Tuesday - Saturday: 1:00 PM - 10:00 PM PST (Remote)

Job Summary: 

The Support Engineer (SE) will proactively monitor and administer all monitoring systems ensuring application uptime and system availability to the business. SE will provide Tier I engineering support to all iHerb internal teams including DevOps, Systems, Network, Database and Development. SE is responsible for responding to, investigating, resolving and/or assisting in the resolution of to all triggered alerts. Additionally the SE will assist the DevOps and Infrastructure teams in day-to-day administrative tasks and projects.

Job Expectations:

• Develop solutions to problems through automation & scripting

• Serve as a project implementation owner for the team

• Provide technical support, training and mentorship to junior team members

• Provide Second Tier Engineering and Administrative support for day-to-day operations to proprietary applications, networking, systems and other various business functions. 

• Serve as initial responder to incidents to troubleshoot and resolve application & system issues adhering to ITIL standards

• Track and manage incident tickets following ITIL standards

• Monitor all production infrastructure and applications according to standardized processes

• Manage day-to-day ticket queue, adhering to ITIL change and incident management processes. 

• Create and maintain documentation for functional areas of responsibility including SOPs, Runbooks and Incident Reports

• Maintain and improve current application, system monitoring and logging solutions

The duties and responsibilities described above may provide only a partial description of this position. This is not an exhaustive list of all aspects of the job.  Other duties and responsibilities not outlined in this document may be added as necessary or desirable, with or without notice.

Knowledge, Skills and Abilities:

   Required:

• Experience developing & implementing automation through webhooks and apis

• Proficiency with scripting languages such as python, javascript, bash or powershell

• Proficiency troubleshooting Windows, Linux and Kubernetes based infrastructure and applications

• Proficiency managing monitoring solutions such as Datadog, PRTG, Prometheus or Nagios

• Experience with Continuous Integration & Deployment tools such as Jenkins, Harness, TeamCity

• Experience leading incident response and management

• Experience with on premises infrastructure management (Bare Metal, Virtualization)

• Experience with cloud based infrastructure management (AWS, GCP, Azure & Alibaba)

• Working knowledge of basic network protocols & troubleshooting experience including but not limited to DHCP, DNS, FTP/S, SMTP, HTTP/S, Telnet, NTP and SSH

• High Level understanding of system & application monitoring best practices

• Must be able read, write and speak fluent English

• Ability to communicate technical information to technical and non-technical personnel

• High degree of accuracy and attention to detail

• Excellent organization skills and ability to multitask

• Excellent verbal, written and  communication skills

• Ability to work independently & accurately in a fast paced work environment

Experience Requirements:

Generally requires a minimum of 1-2 years of experience in a technology support role or equivalent experience

Education Requirements:

Bachelor’s Degree required. A focus in Computer Science(s) & technical certifications are a plus. 

Judgment/Reasoning Ability:  

Able to identify, troubleshoot and resolve problems quickly using sound judgment, poise and diplomacy.  Ability to use judgment and reasoning skills, and determine when to escalate issues, as required, in a timely manner. 

Physical Demands:  

The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job.  While performing the duties of this job, the Team Member is regularly required to talk and hear. The Team Member is frequently required to sit, walk, climb stairs, use hands and fingers, bend, stoop and reach with hands and arms.  Reaching above shoulder heights, below the waist or lifting as required to file documents or store materials throughout the workday.  The Team Member may occasionally lift or move office products and supplies up to 25 pounds.  Proper lifting techniques required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment:  

The noise in the work environment is usually moderate.  Other factors are:

• Hectic, fast-paced with multi-level distractions

• A professional, yet casual work environment

• Office environment

• Ability to work extended hours as required

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