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hace 1 semana
El Support Engineer tiene la misión de garantizar el cumplimiento de nivel de servicio (SLAs) comprometido con los clientes, dando solución oportuna a los requerimientos e incidencias para todos nuestros proyectos en Latam.
Son responsables de dar el primer y segundo nivel de soporte frente a necesidades de configuración y solución de problemas técnicos que requieran de atención inmediata, canalizando solicitudes hacia niveles superiores de soporte de acuerdo a los protocolos internos definidos.
Asimismo, son responsables de hacer pruebas y laboratorios replicando situaciones de problemas o troubleshooting a nivel de servidores y networking, de modo que nos podamos anticipar a problemas y sus soluciones.
Whitestack despliega Cloud privados en diversas capitales latinoamericanas.
En cada uno de estos sites, hay decenas o cientos de servidores, interconectados con networking de alta velocidad, y soportando aplicaciones de misión crítica (como el tráfico de Voz de un operador de telefonía móvil), lo que requiere una disponibilidad cercana al 99.999%.
Por esta razón estamos buscando a los mejores ingenieros de DevOps para su área de Cloud Support/Site Reliability, puestos de gran relevancia para garantizar la continuidad de la operación de grandes centros de datos, los que soportan las aplicaciones e infraestructura de telecomunicaciones críticas e ininterrumpidas que desplegamos.
Responsabilidades: Brindar soporte técnico de Nivel 1 para las plataformas y servicios productivos.Gestión de incidencias de acuerdo a los protocolos establecidos y realizando el escalamiento que corresponda.Prestar comunicación eficiente y efectiva al cliente.Documentación de los soportes realizados, tanto en tickets como en las plataformas dispuestas.Gestionar actividades que sea necesario ejecutar sobre ambientes de producción, coordinando las actividades, tanto de manera interna como con cliente, para su debida intervención.Generar laboratorios de pruebas y troubleshooting a nivel de servidores y networking.Disponibilidad para realizar tareas de soporte fuera de horario hábil, en actividades programadas con clientes, de mantenimiento, despliegues, u otras.Disponibilidad para participar de sistema de turnos on call para soporte N1.Los requisitos profesionales que debes tener: Autonomía (para lograr los mejores resultados).Adherencia a estándares de clase mundial.Apertura de aprender nuevas tecnologías.Orientación al objetivo.Pensamiento analítico.Trabajo en equipo (para coordinar con equipos de desarrollo y despliegue de productos).Disponibilidad para trabajar en turnos, rotatorios, según legislación de cada país.Los requisitos técnicos con los que debes contar: Al menos 2 años de experiencia como Ingeniero de Soporte Cloud o SRE.Experiencia trabajando con tecnologías afines.Inglés intermedio (para leer/escribir documentación técnica).Ingeniería Informática, Ingeniería de Sistemas, Ingeniería Electrónica, o afín.Conocimientos Técnicos: Orquestación de contenedores en Kubernetes.Sistemas productivos de misión crítica.Un plus
Si llegas a tener experiencia/certificación: Conocimientos del modelo de operación de una red Fija o Móvil.Experiencia técnica en integración de proyectos de código abierto.Arquitectura de software.Certificaciones en Linux, OpenStack.Cursos en ansible y bash scripting.En Whitestack somos líderes en el desarrollo de soluciones Telco Cloud y Open Networking, llevando su implementación a grandes proyectos de operadores en América Latina, aprovechando proyectos de código abierto (como OpenStack, Kubernetes, Open Source Mano, Ceph, Prometheus y muchos otros), en colaboración con organizaciones globales como la ETSI, la fundación Open Infrastructure, el Telecom Infra Project, el Open Compute Project y otras.
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