The Production Support Engineer is responsible for monitoring and operating the complex end to end suite of services, systems, and applications supporting Ring's device and community platforms while assuring performance levels, a good customer experience, and that service uptime meets/exceeds service plan definitions. The right candidate has experience in several technical layers, thrives in an autonomous work environment, and has the ability to lead cross-functionally through highly technical efforts and changing requirements.
As first line in problem response, the Production Support Engineer must quickly respond/diagnose service impacting issues to resolution or proper escalation
Input on service catalog development including identifying dependencies, deficiencies and performance reporting methodologies on individual services
Implement and manage service monitoring tools including agent-based application monitoring, log analysis/trending and health metrics
Timely and frequent communication impact/status on active incidents in line with SLA
Responsible for proactive detection of service impacting performance faults through monitoring, alerts, etc.
Documentation of application flows, monitoring techniques and resolution playbooks
Interface operationally on a highly technical level with engineering and development groups, maintaining end to end consideration in service impact across multiple layers
On-call duties as required
The Production Support Engineer is a key part of the constant improvement process, recommending and implementing solutions to mitigate repeat issues and early detection
Eventual subject matter expert through constant proactive research and passion for decomposing complex service chains through detailed log analysis, hypothesis testing and observability often without guidance or complete documentation
Communicate/escalate issues to appropriate functional areas with supporting evidence from application logs, pcap, service trend data, etc.
Maintain and work in non-production environments for issue reproduction, testing, etc.
3+ years of experience supporting or building complex cloud systems and services
3+ years of experience supporting protocols and technologies (DNS, DHCP, HTTP, SSL, DNS, LDAP)
3+ years of experience working with log and service monitoring tools (Splunk, Datadog, Dynatrace, etc.)
3+ years of experience in cloud-based service hosting solutions
Experience in cloud deployment, development and support tools/processes
Experience in one or more scripting languages for task automation
Bachelor's degree or higher in Computer Science or related field
Demonstrated leadership, communication, and customer service skills
Need for speed attitude with the capability of making the correct decisions given available information with priority on customer experience
Excellent analytical and problem-solving skills, coupled with discretion and sound independent judgment
An analytical mindset with the ability to visualize, articulate, and solve both complex and uncomplicated problems and concepts, and make decisions that make sense based on available information
Strong interpersonal skills through keen understanding of your own behavior and work style with tolerance for others' styles, needs, and viewpoints
Consideration for others through courtesy, respect, humility and a service-oriented attitude
Appreciation, understanding, and ability to thrive in an autonomous work environment as well as work in self-organizing teams towards a common goal
An appreciation and focus on the full stack of technologies driving a solution/experience including network, systems, application, devices, data, and monitoring
Ring's mission is to make neighborhoods safer by creating a Ring of Security around homes and communities with its suite of home security products and services. The Ring product line, along with the Ring Neighbors app, enable Ring to offer affordable, complete, proactive home and neighborhood security in a way no other company has before. In fact, two Newark, NJ neighborhoods saw an over 50 percent decrease in home break-ins after Ring Video Doorbells and Spotlight Cams were installed on 11% of homes in the communities from April-July 2018 when compared to the same time period in 2017. Ring is an Amazon company. For more information, visit www.ring.com. With Ring, you're always home.
Ring LLC is proud to be an equal opportunity employer and provides equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or genetics.