Sr. Technical Support Engineer Grade I

About Digital.ai

At Digital.ai, we are revolutionizing enterprise software delivery. A 9-time leader in the Gartner Magic Quadrant for Enterprise Agile Planning, we enable large-scale organizations to drive digital transformation through AI-powered DevSecOps. Our platform empowers over 50% of the Fortune 100 and market leaders across industries like financial services, retail, technology, manufacturing, and government. By unlocking the power of predictive insights and secure software delivery, we help our clients accelerate their innovation and stay ahead of the digital curve.

About Us

Digital.ai a 9-time Leader in Gartner Magic Quadrant for Enterprise Agile Planning, Digital.ai unifies, secures, and generates predictive insights across the software lifecycle for Global 2000 enterprise customers. Our mission is to unlock endless digital possibilities by harmonizing the delivery of software. Our vision is to be THE enterprise platform for AI driven software development. (https://digital.ai/)

Position Overview:

As an Digital.ai Customer Technical Support Engineer, you'll engage with Enterprise-level customers, providing guidance, support and analysis. You'll learn to become a Subject Matter Expert in at least two products within the Digital.ai Value Stream Platform. You will proactively help customers avoid potential issues and be responsible for providing clearly articulated solution to achieve the greatest customer satisfaction. Having a strong background from working within the software development cycle will be a major pre-requisite for this role.

If you are a quick thinker and able to deliver a high-quality code, quickly, using the latest frameworks and technologies – you should join us!

Requirements:

• Bachelor of Science degree in Information Technology, Computer Science or equivalent (preferred)
• 3+ years working in one or more of these roles: software development, technical support, with an ability to demonstrate strong technical aptitudes in one or more platform areas
• Strong problem-solving skills
• Excellent client-facing skills including the ability to work with customers in a manner that is professional, compassionate, and effective
• Excellent written and verbal communication skills
• Ability to synthesize and clearly communicate complex technical issues to technical and non-technical audiences at all levels, both internally and externally
• Good understanding of SaaS and Cloud operations
• Good understanding of the security processes, standards & issues involved in multi-tier, multi-tenant web applications for example SSO (Single Sign on Authentication), LDAP, etc
• Good understanding of the architectural principals of web-based platforms including SaaS, multi-tenancy, multi-tiered infrastructure, and application servers
• Good understanding of APIs (application programming interfaces), HTTP requests, Databases and Network infrastructure.
• Scripting language experience (Python or Perl, etc.)
• Good understanding of working on a UNIX (Linux, Solaris, etc.) and Windows operating systems and familiarity with applicable troubleshooting tools
• Enjoy working in a fast-paced, dynamic, multicultural, innovative, and international environment
• Ongoing learning attitude, has effective time management skills, shows attention to detail and can communication in English (oral and written)
• Must be able to work effectively with a globally distributed team using collaborative tools such as Zendesk, Atlassian, Microsoft Office 365 suite, and Slack
• Preferred DevOps Specific Skills
• Replicate/setup customer system architecture and integrations in: Azure, AWS, Docker, Hyper-V and/or VirtualBox
• Diagnose and troubleshoot network connectivity issues stemming from Windows and Linux protocols
• Implementing microservices and containers e.g., Kubernetes, Docker, OpenShift
• Building and implementing CI/CD Pipelines, experience working with repos, build automation tools, build orchestration and environment automation is very interesting E.g., Jenkins, GIT, SVN, CVS, Cloud-Formation, Terraform, Chef, Ansible, Puppet, Code Pipeline, & Azure Stack
  

Digital.ai is firmly committed to merit-based hiring. We maintain compliance with US and International laws. We welcome everyone from all backgrounds, including age, race, color, gender, identity, gender expression, sex, pregnancy, national origin, ancestry, religion, physical or mental ability, medical condition, sexual orientation, marital status, citizenship status, protected military or veteran status, and believe that diversity is the foundation of innovation.

For individuals with disabilities who would like to request an accommodation, please advise us within your job application or cover letter.

FRAUD PREVENTION ALERT: please note that Digital.ai does not use third party recruiters. In our efforts to protect you against possible impersonation please check the email address or are contacted by an unfamiliar/third party requesting please reach out directly to Digital.ai.