Senior Product Support Engineer at Koko Networks

We are looking for a technical and self motivated person with significant experience in handling and resolving product support issues. You should be proficient with debugging and troubleshooting, and the ability to program, work with databases and write scripts is highly desirable. You should be comfortable collaborating in a remote environment, building rapport across the team, doing what’s necessary to ensure KOKO’s products always deliver.

What you will do

KOKO’s technology stack currently includes (but is not limited to) AWS, Docker, Terraform, Jenkins, CircleCI, Ansible, Python, Flask, Vue.js, Postgres, Kotlin, Java, Firebase, C++, Celery, Message Queues, Odoo ERP, Git

• Take ownership of complex technical issues
• Research diagnose, troubleshoot, and triage problems and identify solutions to resolve them
• Collaborate with distributed teams of developers, quality engineers, and product managers
• Understand the product/technical roadmap and manage the impact of changes
• Work closely with Quality Engineering and SRE teams to facilitate releases and continuous deployment.
• Help define and manage procedures for proper escalation of issues to the appropriate internal teams.
• Track reported issues and provide regular reports to stakeholders according to agreed SLAs
• Make use of and build a product support knowledgebase

What You Will Bring to KOKO

• Two or more years of experience working as a product support engineer.
• Ability to write Python and shell scripting as well as SQL/PostgreSQL.
• Good understanding of AWS and Cloudwatch in particular.
• Knowledge of monitoring and alerting best practices.
• Deployment and Monitoring experience with cloud services such as AWS.
• Working knowledge of Linux operating systems, networking, and databases.
• Experience with event driven systems and message queues.
• Strong analytical and root cause analysis skills
• Fast learner, able to adapt to situations and work in fast paced environments with a never give up attitude.
• Strong communicator, both written and verbal, who is calm and decisive under pressure.
• Sound understanding and adherence to SDLC processes and practices.
• Prior experience working with Agile/Scrum in a team environment.