Senior Product Operations Engineer

We are looking for a customer-oriented, highly technical, highly collaborative individual to join our Product Operations team. This team focuses on everything involved in ensuring a great customer experience with our software, from upgrades to optimizations to Customer Hero support.

What you'll do:

• Keep our code running optimally for all customers, even as we grow significantly. Lots of monitoring, evaluation, and benchmarking.
• Roll out enhancements and upgrades without downtime, including developing the tools and processes to achieve this. Lots of planning and collaboration with Product Management, Engineering, and Customer Support.
• Ensure correct and seamless operation of all integrations and custom workflows. Lots of interaction with our Data Acquisition team, Technical Consulting team, and others.
• Debug the tough problems that stump our main Customer Support team. Lots of interaction with Customer Support, Engineering, Sales, and Services.
• Advocate for our customers in all situations, making sure that we’re always thinking about how our customers will experience changes and upgrades. Lots of collaboration with Product Management, Engineering, and many other groups.

About the Product Operations team:

The Product Operations team is a small and efficient global scrum team that works in two week sprints. We practice vanilla scrum, with no bells or whistles, and it works very well for us. The team itself uses Jira for staying organized, Ansible and Chef for configuration management, Jenkins for automation, Grafana, ELK, ServerDensity, and Prometheus for monitoring, and a variety of other tools in our day-to-day jobs.

The product stack that we maintain, upgrade, expand, and debug consists of ElasticSearch, Mongo, PostGres, Kafka, Docker, Kubernetes, and a variety of java, python, and node applications. These technologies work together to do Natural Language Processing and analysis at scale for our Fortune 500 customer base.

About you:

Here are a few items that are the minimum standard for this role. We’re happy to reinforce areas that may not be your core strength:

• You are naturally curious, progressive, and responsible
• Bachelor’s degree in computer science or a related discipline
• Experience supporting production environments
• Linux and/or Windows experience. Must be comfortable at the command prompt
• Experience with any of the database technologies listed above
• Strong communication skills (verbal, written, and interpersonal)
• Experience with scripting technologies for task automation (Eg: Batch, Python)

About Clarabridge: Clarabridge helps hundreds of the world’s leading brands understand and improve their customer experience. Using advanced text analytics, Clarabridge transforms survey, social, voice and all other forms of customer feedback into intelligence used to empower confident, decisive action across the business. The result: happier customers. For more information, visit www.clarabridge.com.