Technical Support Specialist, Dev Ops
9h ago
source : Shine
  • Provide prompt, friendly and efficient assistance to Autodesk customers on a variety of issues and questions related to our cloud products
  • Research, verify, and document product issues, solution in short and clear articles for our Knowledge Base
  • Work closely with product owners, engineers, test engineers to understand requirements, define best practices and standards around DevOps and Service Resilience
  • Interact with the internal AWS user community to understand requests / issues, establish clear expectations, and provide effective communication throughout the support process
  • Priority handling and escalation of critical issues and monitoring of service level compliance
  • Perform root cause analysis to mitigate reoccurrence
  • Escalate customer issues to senior staff as required
  • Actively manage the personal backlog of support requests
  • Manage customer expectations by providing timely updates on the progress
  • Minimum Qualifications

  • Bachelor s degree or higher in Computer Science, Engineering, or related field
  • 4+ years of strong hands-on experience in DevOps build and / or environment automation
  • Certification in AWS in preferred
  • Basic programming knowledge on JavaScript s or C++ or C# or .NET
  • Good understanding of SQL, Networking, Web server and database
  • Development / automation experience (with tools such as Python, Go, Powershell, NoSQL databases, Rest APIs, etc.) is preferred
  • Demonstrable capability to own the problem (customer issue), troubleshoot and ability to solve or mitigate the problem
  • Exceptional team player skills. Ability to work in flexible working hours
  • Strong verbal and written English skills
  • You build strong customer relationships and gain insights into their needs
  • You identify opportunities that benefit our customers and build and deliver solutions to meet their expectations
  • Proven ability to be flexible and learn quickly in a fast environment
  • Preferred Qualifications

  • Customer-focused Building strong customer relationships and delivering customer-centric solutions with empathy and attention to detail
  • Decisive Making good and timely decisions. Clarifying assignments, prioritizing work and attending to detail to ensure work is done in a timely and quality manner
  • Accountable Holding yourself and others accountable to meet commitments
  • Action Oriented Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm
  • A Nimble Learner Actively learning through experimentation when tackling new problems, using both successes and failures as learning opportunities
  • A Team Player Building partnerships and working collaboratively with others to meet shared objectives
  • Valuing Differences Recognizing the value that different perspectives and cultures bring to an organization
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