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Lead Technical Support Engineer/Analyst

Location:

Lowell - Massachusetts - USA

Function:

Engineering

Ref #:

20200012004
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Description

The Technical Support Engineer's primary role is to deliver high quality technical support and value add project work on Kronos Suite of products to a variety of end users. As a member of our Workforce Dimensions Engineering Enablement Support & Monitoring team; engineers are expected to engage in complex application and technical challenges via support requests, project work, and direct interaction with Engineering, Architecture and Cloud Operations teams.
We are looking for an experienced engineer who is passionate about automation and continuous improvement who will leverage past hands-on experience as a technical leader with expectation to utilize outstanding customer service skills and techniques that promote customer satisfaction, empowerment, and enablement.

Essential Skills:
• Develop in-depth product knowledge on Kronos Workforce Dimensions Product and learn how to recognize & effectively troubleshoot complex application, deployment tooling, infrastructure, and supporting systems
• Experience developing or supporting web-based multi-tiered SaaS solution that is microservice based, highly distributed, and multi-tenant incorporating past operational experience
• Troubleshoot, analyze and resolve engineering issues utilizing documentation, knowledge base, bug tracking system, peers, and senior team members
• Replicate engineering scenarios for configuration/environmental solutions and /or readying the issue for engineering review
• Build, manage, improve, configure, and maintain engineering environment monitoring systems and associated dashboards and reporting
• Ensure the continual functioning of mission critical operations with preventative monitoring
• Analyze engineering environment and application configurations and think "outside the box" to resolve and/or find an appropriate alternative solution
• Collaborate with Architects, DevOps Engineers, Engineering teams, Product Managers and Engineers across the organization to deliver timely, reliable and performant cloud-based development environments and infrastructure
• Knowledge of cloud-native technologies as well as knowledge of infrastructure related technologies like DNS, SMTP, SFTP, Security Protocols, Automation and Orchestration (CI/CD)
• Fully document all activities, interactions, and next steps throughout the lifecycle of a support request per departmental guidelines and procedures
• Provide technical expertise to conduct specific performance or functional tests associated with resolving issues regarding Kronos applications
• Provide 24x7 support for engineering environments with a follow-the-sun model for critical issues. Participate in an on-call schedule. Weekend and after hours work as needed

Qualifications

• BS/BA degree in Computer Science, Engineering or equivalent experience
• A minimum of 8 years of hands on technical experience in an Engineering/DevOps/Cloud Support role
• Experience developing, provisioning, configuring, deploying, and/or supporting infrastructure services on the Linux platform in public cloud (Google Cloud Platform preferred)
• Knowledge of agile/scrum/kanban and the ability to work in an agile environment
• Experience with Redis, RabbitMQ, OpenAM, PostgreSQL, Docker and Kubernetes
• Experience with system deployment and management systems (RightScale, Jenkins)
• Experience deploying and managing applications in a cloud environment
• Working knowledge of Linux OS, web technologies, and a demonstrated ability to troubleshoot complex technical problems
• Highly motivated with excellent written & oral skills; capable of producing comprehensive clear documentation, strong organizational skills, and have the ability to work in a fast-paced, team environment
• Demonstrated ability to be creative, flexible and work independently
• Strong customer focus including satisfying internal and external customer demands and needs in a timely manner
• Knowledge of SQL scripting and database experience (PostgreSQL) is a plus as well as Json, XML, Java, Dell Boomi and API
• Experience with multiple development languages including Python, Ruby, Bash a plus
• Experience with Java build tools (e.g. gradle, groovy, maven) a plus

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Corporate overview

You’re empowered when you’re a Kronite. 

Want to be part of an elite group of highly skilled professionals? We think our employees are a special group of talented, energetic, and innovative people. And for that reason, we refer to ourselves as Kronites. Kronites care about more than just work. We recognize the need to maintain a healthy work-life balance – to live inspired. In fact, it’s expected! You’ll soon learn that we take work and fun seriously. No matter what position you hold at Kronos, you’re a Kronite. And we want you to feel like you have the power to make a difference in your life and the lives of others, at work and beyond. Want to learn more about our culture? Follow us on Twitter @work4kronos. #MyWorkInspired

Kronos is a global provider of workforce management and human capital management cloud solutions. Kronos’ industry-specific workforce applications are purpose built for businesses, healthcare providers, educational institutions and government agencies of all sizes. Tens of thousands of organizations – including half of the Fortune 1000® - and more than 40 million people in over 100 countries use Kronos every day. 

EEO Statement

Kronos is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, age, national origin, protected veteran status, disability or any other basis protected by federal, state or local law.

View The EEO is the Law poster and its supplement. 

View the Pay Transparency Nondiscrimination Provision

Kronos participates in E-Verify. View the E-Verify posters here.


Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email KronosCareers@kronos.com or please call 1 (978) 250 9800.