DevOps/tier 3 Support Escalation Engineer

**Description of Work**:

- Deploy and operate a large-scale cloud platform on Microsoft Azure comprising single and clustered customer tenant VM’s running Linux, NGINX, NodeJS, OpenSearch and Redis.
- Develop and implement SysOps tools and processes to support and automate ControlUp’s monitoring, patch management and software lifecycle infrastructure.
- Work within a geographically dispersed team of professionals in the US, Canada, UK, Romania and Israel.
- Provide 3rd level (inside R&D) support escalation for the Edge DX product line.
- Create bug tickets and test hotfixes for our web-based enterprise SaaS products.
- Work with ControlUp Customer Support teams to provide technical support escalation and hotfixes for customer incidents.
- Work with customers to troubleshoot incidents.
- Maintain Support FAQs for known issues.
- Help produce deep-dive technical training materials for Edge DX product.
- Continuously develop knowledge and skills on pertinent systems.
- Demonstrate strong oral and written communication skills. Must haves:

- Strong scripting abilities, ideally cross-platform (Windows, Linux, Mac), including languages such as PowerShell and Bash.
- Knowledge and experience of troubleshooting tools such as Process Explorer (Windows), MITM proxies (such as Charles, MITMProxy, TCPDump or similar)
- Experience with and ability to troubleshoot TLS certificate issues, network difficulties (such as being able to identify when traffic is blocked by a proxy), OS permissions issues etc - i.e., strong troubleshooting skills.
- Experience troubleshooting RESTful services/APIs - understanding HTTP response codes (such as 200, 401, 500). Be able to monitor REST calls (such as using browser debugging tools) and be able to troubleshoot failed RESTful calls.
- Platform knowledge - excellent Windows is essential, strong Linux is required; Mac is preferable.
- Experience consuming RESTful APIs with Axios, Fetch API or other similar libraries.
- Experience using distributed version control such as Git/Bit Bucket.
- Experience deploying software to the cloud, preferably CI/CD.
- Experience as a self-starter. Organised, self-motivating, team player, reporting into the DevOps manager on the US East coast.
- Must be eligible to work in Australia.
- Must hold a valid passport and be willing and able to fly within North America (USA and Canada) for quarterly meetings and occasionally internationally.

**Preferred**:

- Experience dealing with technicians in IT departments and working with them to resolve problems. - Knowledge of NoSQL databases, ideally ElasticSearch/OpenSearch.
- Microservices architecture and design principles and scalability best practices.
- Experience with CI/CD pipeline and tools ideally Azure DevOps Pipelines, experience with YAML
- Asynchronous programming experience using JavaScript.
- Knowledge of NodeJS and commonly used components, classes and associated technologies. Pre-qualify yourself, so we’re not wasting your time:

- If we asked you to obtain a JSON payload from a RESTful API call and decode it, would you be able to?
- If we asked you to figure out which certificate in an TLS chain was causing a problem, would you be able to?
- If we asked you to create a script to run on all Windows-based machines to set a registry value, would you be able to?
- If we asked you to troubleshoot why a Windows service was not starting would you be able to?
- If we asked you to intercept WebSocket traffic to analyse the traffic, would you be able to?
- If we asked you to lookup the DNS record for a given URL to make sure it was going to the right place, would you be able to?
- Can you bring up your own proxy server and set devices to use it?
- Can you identify when processes are having CPU issues, memory issues, or disk IO issues?
- Can you handle automating configuration changes to 1000+ servers at a time?
- Can you be an efficient worker when having to context switch often?

Staying on top of tasks and following up with other team members where needed.
- Can you identify the bottleneck of specific resources in a cloud hosted VM? About our team:

- Our team has a startup culture - anything is possible, we wear multiple hats when necessary to get the job done. - Our number one focus is delivering new customer value (fixes and features) every week.
- The team from top to bottom are/were developers and testers, so we make decisions based on sound engineering principles. We hate technical debt and like to keep our code base tidy, but we don’t indulge ourselves in endless refactoring.
- We are a super agile team; we practice Feature Driven Development - Agile Scrum is not agile enough for us.
- We are a permanent remote team, but we get together with colleagues from around the world every 3 months for face-to-face meetings and team building.

**To thrive here**:
o You must enjoy iterative development of features - we get something in front of customers as soon as possible, then iterate until it’s r