Linux Operations Engineer I - US

System Administration San Antonio, Texas


PRIMARY RESPONSIBILITY:  Monitor alerts and correct issues, or create tickets accordingly. Handle level-appropriate escalation support requests (phone/ticket/chat) according to escalation procedures. As an escalation point, create and maintain customer loyalty by serving customers above and beyond their expectations, exercise judgment in decision-making in order to routinely deliver FANATICAL SUPPORT. Schedule and coordinate level-appropriate maintenance.  Provide basic troubleshooting of system services (i.e., web, API backend services, SSH and DNS).  Work as part of a team and interact with our engineering, developer and support groups to identify and correct issues, increase efficiency and improve best practices.  Identify operational problems by observing and studying system functioning and performance results; investigating complaints and suggestions; completing troubleshooting procedures. Improve operational quality results by studying, evaluating, and recommending process re-design; implementing changes; contributing information and opinions to product development and engineering teams.

  • KNOWLEDGE/SKILLS/ABILITY:  Basic to intermediate knowledge of: OSes and distributions, patching, monitoring, backups; RAID, hardware, virtualization, networking, firewalls, load balancing, storage, security, high availability, root cause analysis, systems optimization; APIs, Shell Scripting (python, bash); SSL, Web servers, auth/directory services, caching services ; SSH, HTTP, DNS, FTP, SNMP, SMTP; Intermediate  troubleshooting abilities.
  • JOB COMPLEXITY: Works mainly in a reactive or supportive role while they develop their skills and broaden their experience. Executes specific operational tasks to achieve project goals with guidance from senior Rackers. Understands, responds positively, and follows directions provided by senior Rackers. Contributes to internal objectives and actively shares point of view.  Focuses on building relationships with Support and Engineering teams. Excellent verbal and written skills.  Creative and collaborative team player.  Ownership and follow up skills.  Ability to respond effectively under pressure.  Attends interdepartmental meetings.
  • SUPERVISION: Operates under general supervision.
  • EXPERIENCE/EDUCATION: High school diploma or equivalent required.  This role is generally equivalent in skills/experience to an L3 Linux Systems Administrator in the Support organization. Bachelor’s degree in a technology related field required.  At the manager’s discretion, additional relevant experience may substitute for the degree requirement.  RHCSA or equivalent certification or professional experience. Years of professional experience typically required: 2-4 years.  Approximate time in role to level up: 1-2 years.
  • PHYSICAL DEMANDS: General office environment. Moderate levels of stress may occur at times.  May require long periods sitting and viewing a computer monitor.  No special physical demands required. Schedule flexibility to include working a weekend day regularly and holidays as required by the business for 24/7 operations.  Occasional travel, less than 10%.
  • POLICY COMPLIANCE: Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed.