Support Operations Engineer

Location

Englewood, CO | United States

Job description

BillingPlatform is an industry-leading, fast-growing SaaS company in the Denver Tech Hub. Our decision to build the industry-leading revenue management platform was driven by the belief that all industries are facing disruption—digital and physical goods are being sold on a subscription and consumption basis, and in a variety of other formats. Leveraging successful years of product development and customer feedback, aided by leading venture funding (Columbia Capital), we built the industry's most powerful, cloud-based revenue management platform able to automate the entire workflow from quote to cash (CPQ, mediation, billing, invoicing, revenue recognition, payment, and collections), providing enterprises a flexible and scalable platform to monetize the customer relationship using virtually any variable. 

For the second year in a row, we have placed on the Deloitte Tech Fast 500 as one of the fastest-growing companies. We are also members of the Inc. 5000 and Colorado's "Companies to Watch". We are recognized as a leader by industry analysts and Fortune 500 enterprises. Our values-based culture centers around collaboration, innovation, and transparency. Whether working from our company HQ in the Denver Tech Center, or virtually, we seek bright, enthusiastic, and creative professionals looking to displace antiquated technology and processes, and re-imagine an industry.

Description

You will be working with both Tier 1 Support Analysts and multiple Engineering teams to drive the quickest resolution of both reported and anticipated issues in the main BillingPlatform application. You will be analyzing escalated tickets to provide quick resolutions, initiate engineering involvement, and perform a driving role in establishing effective monitoring mechanisms. You should be comfortable working with application and server logs and familiar with analyzing system metrics. This position is geared toward people who enjoy complex problem-solving and opportunities to learn about BillingPlatform’s evolving products.

Requirements

Responsibilities

• Review cases escalated to Engineering staff to ensure their involvement is necessary
• Perform preliminary technical troubleshooting of escalated issues
• Analyze performance issues using a myriad of tools, bash, Oracle session monitor, AWS consoles, and server-based log files
• Identify additional application-level monitoring opportunities to prevent and identify future issues
• Utilize monitoring tools to keep them up-to-date and relevant
• Identify areas of improvement in existing processes, from issue reporting to issue handling
• Gain intimate familiarity with BillingPlatform’s applications
• Facilitate root cause identification to interested parties
• Familiarize yourself with the number of technologies in the software stack utilized by BillingPlatform
• Help aggregate and document useful troubleshooting results and information to help expedite downstream development work
• Assist in recruiting, interviewing, and hiring for your team

Qualifications

• 4 years of experience in relevant position
• Familiarity with popular software products such as Linux, Oracle, NGINX, Tomcat, Zabbix, Docker
• Ability to communicate effectively
• Ability to balance and prioritize incoming requests
• Ability to translate complex concepts to more simple explanations
• Great investigative skills, being able to trace problems from symptom to cause
• Desire to expand your knowledge in the IT field

Benefits

Benefits

• Join one of the fastest-growing companies in the United States
• Receive competitive compensation that includes a robust benefits package—medical, dental, vision, life and disability, HSA, FSA, and many perks related to health and wellness provided by our medical carriers
• 401(k) match that is 100% immediately vested
• Discretionary and charitable time off program
• Home office setup allowance
• Ability to work remote or hybrid if you are in the Denver, Colorado area

BillingPlatform provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.

Job tags

Salary