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DevOps Support Engineer

Swimlane · Jan 8th 2021

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About Swimlane:

Swimlane is a rapidly growing, innovative startup with a passionate team focused on improving the lives of IT security practitioners through security automation and orchestration. At Swimlane, we work with a cutting-edge technology stack to create and distribute products that empower Security Operations teams to automate time-consuming and repetitive tasks, allowing them to focus on the advanced security activities that are most important to their work. We're headquartered in the Denver, CO metro area, but our employees span 23 states and 6 countries. We offer competitive salaries and benefits, along with a community-based culture of transparency and innovation. Become a Swimlaner today!

DevOps Support Engineer (USA):

Are you an engineer with solid Cloud and DevOps experience looking to help grow a great company? Are you self-motivated with excellent task juggling skills? Do you have a great personality and value teaching others? We're looking for an experienced DevOps Support Engineer to join our team today!

As a DevOps Support Engineer on our global team, you will help aid our customers to deploy and update the Swimlane Platform on their internal infrastructure as well as provide technical assistance, troubleshoot, and resolve customer problems. The successful candidate should have worked in a support/engineering organization. You will integrate with Swimlane Engineering, Professional Services, and Sales Engineering on various software deployment and product issues, and contribute to projects revolving around customer tools, knowledge management, and growing use cases for the Swimlane platform.

Location: Fully Remote (USA)

Key Responsibilities:

  • Interact with customers over the helpdesk and web calls to help diagnose, troubleshoot, and resolve customer questions or problems in the areas of complex product and platform functionality, system configurations/setup, and bugs/enhancements

  • Quickly address high priority/time-sensitive issues and ensure that we exceed our SLAs

  • Identify the root cause of problems and provide a solution or workaround across a range of environments

  • Reproduce customer issues and, if necessary, file bug reports, escalate cases to the appropriate Engineering team, and provide any necessary documentation

  • Expand the existing knowledge base by documenting customer best practices, how-to's, and known workarounds

  • Collaborate effectively across a wide range of customer-facing and non-customer facing technical teams to ensure quality product enhancements

  • Develop or expand tools and scripts to help identify and troubleshoot issues that help improve customer experience

  • Contribute towards the automation of operational processes

  • Retain advanced knowledge of the Swimlane ecosystem and be able to analyze logs, scripts, configurations, and more in order to better troubleshoot

  • Conduct periodic on-call duties

Key Requirements (must have):

  • 3+ years of infrastructure support experience (Linux SysAdmin, Cloud) in a fast-paced, high demand environment

  • Required strong experience with web-based applications (i.e. installation, troubleshooting, debugging)

  • Experience with Cloud and On-prem solutions such as VMWare, Vagrant, VirtualBox, AWS, Google Cloud, and Microsoft Azure

  • The ability to read and debug Python code

  • Experience working with RESTful APIs

  • Demonstrable knowledge of web and network protocols, and standards (HTTP, TCP/IP, TLS, DNS, etc.)

  • Working knowledge of supporting multi-tier web application architectures

  • Ability to learn and adapt to change quickly

  • Systematic problem-solving approach, combined with a strong sense of ownership and drive

  • Proactive insight and incredibly organized

  • Excellent time management skills with the ability to prioritize issues effectively

  • Self-motivated and able to manage multiple tasks simultaneously

  • Incredibly sound verbal and written communication skills, and relationship-building capabilities allowing for the ability to interact with a diverse group of customers, developers, testers, administrators, and project teams

  • Previous telecommuting work experience

  • Passionate about technology with a strong desire to work in a fast-paced environment

  • Works well as part of a team and contributes to continuous improvement

  • The ability to clearly communicate complicated technical concepts to a technical audience

  • Bachelor's degree in Computer Science, Information Systems, or comparable experience

Preferred Skills (nice to have):

  • Previous experience with enterprise cybersecurity tools (SIEM, EDR, Threat Intel, Proxy, etc.) is a plus

  • Basic familiarity with Kubernetes (K8s) and Docker container technologies

  • Basic familiarity with MongoDB or similar NoSQL databases

  • Knowledge of directory service configuration (LDAP and Windows Active Directory)

  • Knowledge of JIRA, Confluence, Slack, Freshdesk, and Github

  • Experience training internal teams is a plus

  • Development competency in Python

  • Ability to read source code (C#, Javascript, Bash, Powershell, Go) is desirable


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