Technical Operations Engineer

South America

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Percona delivers enterprise-class support, consulting, managed services, and software for MySQL, PostgreSQL, MongoDB, and other open-source databases across traditional and cloud-based platforms.
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Do you love to automate? Is finding a better way one of your core values (it's one of ours!)? If you are curious and love to try new things and play with a variety of cutting edge technologies such as Kubernetes, this could be a great role for you. This is a very open team where all ideas are welcome and you have a lot of autonomy to explore and help us improve our impact on customer delivery.
Percona’s Managed Services Platform team is responsible for the performance and availability of the Managed Services Platform and our customers’ most critical systems. We are focused on high quality delivery of Percona services that result in exceptional customer satisfaction and retention and low operational costs through the use of automation and tooling that drive efficiencies.
As a member of the Managed Services Platform team, you will serve as part of our team’s escalation path, providing our engineers with friendly, helpful and responsive service via chat, e-mail and phone. You will additionally help build new tools and runbooks to solve more complex issues and assist in long standing and recurring incident remediation. You will serve as a subject matter expert focusing on proactive audits, optimizations, and building out knowledge base articles. You will also be expected to contribute to determining the overall direction of the Managed Services platform, including helping to build out processes for the Platform team, assess our most critical ongoing development needs to prioritize development work and roadmaps, and maintain and improve CI/CD and overall development processes and procedures.

What You Will Do

  • Participate in pre-sales activities for potential new customers, as required
  • In coordination with the Managed Services delivery teams, develop and refine processes that ensure successful onboarding, installation of the Platform, and ongoing maintenance of new and existing Managed Services clients leveraging the Managed Services Platform
  • In coordination with the Platform Lead, prioritize any new product/integration requests for the Managed Services Platform to facilitate strategic planning and roadmap discussions
  • Coordinate and collaborate with the delivery teams in order to gather Managed Services Platform feedback and identify opportunities for improvement, new tooling, etc
  • Help develop and adhere to processes and procedures that consistently gather the requirements and deliver high quality development engagements that improve upon the existing platform and add new features and functionalities, as required
  • Work with Managed Services technical delivery teams to ensure accountability to customers’ contractual entitlements and expectations at a high level of customer satisfaction
  • Act as an escalation point for technical issues within the customer base
  • Work on development initiatives leveraging a variety of coding techniques
  • Contribute to both the integration of and improvement of Percona database software tools (PMM, Percona Toolkit, Percona Server, PXC, etc.)
  • Participate in planning activities that push the team forward to meet all business and operational objectives
  • Recommend and assist in the implementation of continuous improvement initiatives for all of Managed Services in conjunction with the technical and Service Delivery Management teams
  • Contribute regularly to Percona Performance Blog(s)Development and QA Testing, including improving our existing processes

Your Experience

  • Tool development
  • Experience of managing Linux based systems, RHCE
  • Be proficient in Python, Bash, and/or Golang, with a passion for automation
  • Experience of configuration management solutions such as Ansible, Puppet or Chef
  • Have understanding of networking, application design, and systems ideologies
  • Experience designing full monitoring solutions like AlertManager
  • Ability to troubleshoot methodically, identifying and applying fixes for known errors, and when necessary, capacity to think outside of the box to resolve complex issues
  • Ability to take measure and calm an escalated situation to get back to the matter at hand, or “Control the Chaos”
  • Polite, friendly and professional; this position requires significant internal collaboration and teamwork
  • API understanding of Cloud services like AWS, Google Cloud, Azure and others
  • Professional level written and spoken English

What Will Make You Stand Out (The Nice To Haves)

  • Knowledge of Mongo, MySQL, and/or PostgreSQL, including all aspects of configuration, performance tuning, query optimization, index tuning, backup solutions for multiple engines (XtraBackup, mydumper), HA solutions, and detailed understanding of various monitoring tools and requirements
  • Previous experience debugging performance issues with load balancer, firewalls and storage appliances
  • CS degree or equivalent
  • Proven success working in a distributed environment where e-mail, instant messaging and voice calls are the only interactions with clients, colleagues and managers on a daily basis
  • Experience with tools from the Percona Toolkit suite
  • Certification(s) on cloud provider(s), including AWS, GCP, or Azure
At Percona we place a high value on our culture of high performance and continuous improvement. This is especially true in Managed Services, as customers leverage our expertise on a daily basis, and therefore we must continually look to meet those high expectations while working to improve everything we do. As a key member of a team within Managed Services that impacts all aspects of delivery through our Platform, this position is entrusted with not only maintaining this culture, but working to push us to that next level every day, every week, every year. It is therefore imperative that this position is capable of working with a very high performing team, earning their trust, and leading them in a way that takes most advantage of this high level of talent.
You will work remotely; there is no central office, and most people work from their homes. Some travel will be required for internal meetings as safety permits. Access to a reliable high-speed internet connection is required.
Job region(s): South America
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