On-Premise hybrid cloud management software
Application Support Engineer$80k – $85k
An exciting opportunity for application support engineers who have a passion for customer success and technologies such as AWS, GCP, Azure, Docker and Kubernetes. As part of the customer success team, support engineers work closely with cloud operations, security, compliance and devops teams within our customers to get the most out of their DivvyCloud implementation. Qualified candidates will provide hands on support for leading enterprise customers such as General Electric, Discovery Communications, and Fannie Mae to maximize the value of the DivvyCloud platform. They play a critical role in facilitating initial implementation, upgrades, and daily use of our software as well as gathering input for future product improvements
As an Application Support Engineer, you will:
Provide daily customer support across various communication channels including Slack (chat), email, phone and virtual sessions. Support engineers are primarily engaged with customer cloud operations and security teams but also provide support to end-users.
Collaborate closely with other members of the organization including customer success managers, product managers, sales engineers, developers and solution architects.
Work tickets to resolution in Jira Service Desk by documenting customer input, issues and resolution to meet target Service Levels.
Conduct customer on-boarding / training sessions either virtual or occasionally in-person at customer locations.
Support and troubleshoot customer installations and upgrades of our on-premise software. DivvyCloud leverages Docker for the installation process.
Develop, publish and help maintain customer facing documentation and videos including release notes, product guides, FAQs, quick tips and best practices.
Based on customer input and your in-depth knowledge of how customers work with our software, identify and validate customer requirements and requests to feed into DivvyCloud product development and business process improvements.
Highlight potential areas where we can drive additional value for our customers.
About You (Required)
BA/BS computer sciences, or relevant experience
3+ years experience working in a customer technical support role with a track record of success
Comfortable on the command line in Linux and with MySQL environments
Experience and understanding of container applications such as Docker and Kubernetes
Experience with cloud technologies such as Amazon Web Services (AWS), Microsoft Azure (Azure), Google Cloud Platform (GCP)
Experience with SSO/SAML/Authentication experience
Ability to troubleshoot generic network connectivity issues
Personal Characteristics of a Successful Candidate
Experience in a small start-up work environment
Self-motivated, a great teammate, high-energy and diligent work ethic
Exhibits and drives a strong commitment to outstanding customer service
Passion for providing positive customer experiences, dedication to follow-up
Ability to hit the ground running with little oversight; ability to work independently
Ability to communicate confidently and concisely to both technologists and non-technologists
What’s in it for you?
Opportunities for career advancement as we grow
Competitive salary, 401k program with company match, parental leave, tuition reimbursement
Good opportunities for career progression and increasing responsibilities
Casual, fun and dynamic office located in Courthouse (right on the metro)
Join a fast growing start-up in the exploding market space of cloud computing
Great health, dental and vision insurance with at least 85% of premiums paid by DivvyCloud
Company Background / Culture
DivvyCloud is built and led by passionate technologists focused on building next generation cloud automation technology. Our culture is centered around bringing together top talent to solve challenging technical problems. Passion and a self-driven personality is critical to an individual's success at DivvyCloud. Our goal is to build a culture and office environment that doesn’t feel like work, but rather is a place you want to be.
We have a proven, differentiated product; referenceable “brand-name” customers; experienced leadership; and dedicated financial backers. Our co-founders come from the online game industry (Electronic Arts) so we have fun while working hard to drive success for our customers, employees and company.
DivvyCloud software enables organizations to achieve their cloud computing goals by simplifying and automating the lifecycle management of IT resources across leading public/private cloud platforms. DivvyCloud delivers multi-cloud infrastructure visibility, monitoring and automation to improve security, reduce costs, and ensure compliance.
Equal Opportunity Employer
All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. We are an equal opportunity employer. DivvyCloud is a progressive and open-minded workplace where we do not tolerate discrimination or harassment in any form. If you are smart, passionate and good at what you do, come as you are.
***We will only evaluate candidates currently located in the Washington DC region***
DivvyCloud at a glance
DivvyCloud focuses on Enterprise Software, Cloud Computing, Security, Cloud Management, and Software. Their company has offices in Washington DC and Arlington. They have a mid-size team that's between 51-200 employees. To date, DivvyCloud has raised $28.895M of funding; their latest round was closed on April 2019.
You can view their website at https://divvycloud.com