Overview
This position entails providing comprehensive support to users of the Simr platform who are in production, while ensuring the successful deployment, onboarding, and ongoing technical support of our solutions within customer environments to deliver seamless functionality and optimal performance.
Responsibilities include giving support on ongoing deployment processes, applying technical skills in Linux systems, cloud infrastructure, and scripting to assist with environment configurations, managing user accounts to maintain security and access controls, troubleshooting cloud infrastructure and simulation applications (L1 & L2 support), HPC tools and network performance issues, and assisting with infrastructure storage tasks to uphold data integrity. The role also involves generating periodic reports on cloud platforms and license usage. Customer support is delivered via email and helpdesk tickets using the current helpdesk application.
Responsibilities
Deployment, Platform Configuration & Automation
- Lead and assist in the maintenance of automated deployment processes for our solutions within Simr platform and customer environment deployments, utilizing infrastructure as code (IaC) and scripting technologies.
- Manage cloud platforms by adjusting parameters, adding new instance types, and configuring infrastructure based on operational and customer needs.
- Contribute to the continuous improvement of our solutions and deployment processes, identifying opportunities for automation and optimization.
- Create internal scripts (Bash, Python, etc.) and tools to automate repetitive tasks and improve team efficiency.
Customer Support & Issue Management
- Collaborate closely with customers and senior engineers to understand technical requirements, assist in tailoring deployments, and customize platform deployments to meet their specific needs.
- Provide expert technical support via email, phone, and help desk tools; troubleshoot common and complex issues and manage the escalation process (L1 & L2) to internal teams and senior engineers when necessary.
- Prioritize, triage, and track support tickets to ensure timely resolution within established SLA timeframe.
Monitoring, Troubleshooting & Reliability
- Proactively monitor customer infrastructure, applications, systems, and network performance under established guidelines to identify, troubleshoot, and resolve complex issues, respond to service alerts, optimize reliability and efficiency, and escalate potential problems as needed.
- Perform root cause analysis (RCA) to prevent recurring incidents and ensure operational continuity.
Security, Access Management & Compliance
- Develop and enforce security best practices for customer deployments, ensuring full compliance with industry standards and regulatory requirements.
- Manage user accounts throughout their lifecycle, including addition, removal, and permission modification, to maintain effective access controls.
- Conduct regular security scans and remediation activities to identify vulnerabilities and uphold system integrity.
Data, Backup & License Server Operations
- Manage infrastructure data and perform backup/restore operations for the Simr platform to ensure operational continuity and data integrity (excluding user-generated data).
- Set up, maintain, and troubleshoot license servers for engineering software (e.g., COMSOL, ANSYS) to support customer workflows.
Documentation, Reporting & Knowledge Management
- Develop and maintain comprehensive customer-facing and internal technical documentation, training materials, knowledge base resources, FAQs, best practice guides, and usage reports related to cloud platforms, containers, software utilization, issue resolution, and operational processes.
- Continuously develop technical skills and knowledge in cloud computing, Linux systems, infrastructure automation, and scripting.
Technical Leadership & Continuous Learning
- Serve as a technical mentor to junior team members, sharing knowledge and best practices.
- Participate in complex, detailed projects within the department, with minimal oversight.
- Stay abreast of emerging technologies and trends in cloud computing, infrastructure automation, and cybersecurity.
Skills & Qualifications
Must have:
- Solid understanding of Linux operating systems, including basic network configuration and command-line proficiency.
- Experience with GCP, AWS or Azure is needed.
- Experience with scripting languages like Bash or Python for basic automation tasks.
- Understanding of containerization technologies like Docker and Kubernetes.
- Good troubleshooting and problem-solving skills in Linux and cloud environments.
- Ability to interact with customers and internal teams.
- Familiarity with customer service software (e.g. Salesforce, HubSpot, Zendesk, Freshdesk)
- Ability to manage multiple support tickets simultaneously while meeting SLA deadlines.
Nice to have:
- Experience with infrastructure as code (IaC) tools like Terraform or Ansible.
- Exposure to configuration management tools like Puppet or Chef.
- Knowledge of monitoring tools and performance analysis.
- Familiarity with Git and version control best practices.
- Familiarity with High Performance Computing (HPC) environments.
- Familiarity with Engineering applications such as ANSYS, COMSOL, STAR-CCM, etc.