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IT Support Engineer

2 months ago

New York, New York, United States Voyager Labs Full time

ABOUT VOYAGER LABS

Voyager Labs is a prominent global entity headquartered in the U.S., recognized for its innovative digital investigation solutions that empower public safety organizations to detect threats, reduce risks, and combat crime effectively.

Our unique technology serves as a significant enhancement for investigative teams, allowing them to swiftly process vast quantities of intricate, unstructured data to uncover critical insights essential for progressing investigations. Our solutions are employed by leading law enforcement and national security agencies to address some of the most urgent public safety issues, including human trafficking, internet crimes against children, homicides, drug-related offenses, organized crime, terrorism, insider threats, and fraud. Each member of our workforce contributes to making the world a safer environment while advancing their skills in a vibrant and fast-paced setting.

ROLE OVERVIEW

We are seeking a candidate with a solid background in Technical Support to assist primarily internal teams in the development, deployment, and maintenance of production systems and solutions.

KEY RESPONSIBILITIES:

  • Deliver exceptional technical assistance to internal stakeholders, addressing all technical and product-related inquiries through various communication channels.
  • Oversee the installation and deployment of systems within Kubernetes environments across AWS, Azure, and on-premises settings.
  • Collaborate effectively with cross-functional teams, including Development, Field Operations, Sales, and Product Management.
  • Engage in operational and infrastructure initiatives to support both customer-facing and internal teams.
  • Exhibit outstanding diagnostic and troubleshooting capabilities.
  • Conduct system and network maintenance activities.
  • Utilize support tools for data gathering and case management.
  • Demonstrate the ability to independently troubleshoot and resolve intricate technical challenges, including escalations to Development teams.
  • Lead special projects aimed at enhancing service levels and boosting team and system productivity.
  • Document and disseminate knowledge by creating informative write-ups and self-help resources.

QUALIFICATIONS:

  • Availability to work in a 24/7 support environment, including on-call duties during scheduled weekends and evenings.
  • Experience in supporting complex onsite, cloud-based, and remotely deployed solutions.
  • Proficiency in Linux administration, encompassing installation, networking, and security.
  • Familiarity with application management, including installations, utilities, and configurations, as well as tools like Jenkins, Terraform, and Ansible.
  • Strong communication skills, ability to perform under pressure, and competence in drafting case documentation.
  • Excellent problem-solving abilities, self-management skills, and a strong service orientation.
  • Experience with monitoring tools and logging infrastructure (e.g., Logstash, Elasticsearch, Kibana, Graphite).
  • Knowledge of web technologies such as HTML, CSS, and REST API.
  • Experience with AWS, Azure, and other cloud platforms.
  • In-depth understanding of Kubernetes technologies is a significant advantage.
  • Familiarity with provisioning and configuration tools like Terraform and Ansible.
  • Knowledge of networking protocols and technologies (e.g., Switches, Routers, Firewalls, proxies) is advantageous.
  • Understanding of virtualization and hyper-convergence technologies (e.g., VMware and vSAN).
  • Programming or scripting skills (e.g., bash, python, perl) are beneficial.