SaaS Production Support Engineer II
Location: Bedford, MA
Type: Full time
Compensation: Base Pay, Bonus and Options
FirstBest Systems was selected as a 2010 Best Place to Work by the Boston Business Journal. As an early stage company, we offer meaningful equity in this high potential company as an element in a competitive compensation package. We also provide company supported health insurance, 401K, dental insurance, disability insurance, life insurance, competitive vacation, and holidays.
Our product has been well received by the market and has received numerous industry awards. We are on our way to establishing a new product category and dominating that market! If you are a superior Production Support Engineer with an entrepreneurial spirit, we invite you to continue reading about this great opportunity.
Description:
We are seeking the “best of the best” Production Support Engineers to be part of this innovative, software development company. We have created a breakthrough Rich Internet Application for the Insurance sector based on state of the art technologies (Flash, Flex Enterprise Services, AS3, SOA, Eclipse, etc.). The FirstBest Underwriting Management System provides next-generation collaborative insurance underwriting capabilities for a currently under-served market.
We deploy FirstBest UMS using a Software as a Service (SaaS) model. We are a seeking Production Support Engineer with superior diagnostic skills to ensure customer satisfaction as we expand our customer base.
The successful candidate will work with Engineering, SaaS Operations, and Professional Services Organizations to diagnose and resolve customer problems. You will diagnose customer issues across all levels of the deployment architecture (e.g. hardware, network, middleware, and application) and either develop a solution yourself or coordinate with Engineering and/or PSO to develop a solution. You will then work with PSO and SaaS Operations to deploy the solution to the customer’s environment.
Responsibilities:
- Using our defect tracking system, work with FirstBest customers to understand any issues they are having
- Work with our development team members in a collaborative, team oriented fashion to isolate, diagnose, and resolve customer issues in a timely fashion
- Manage all hosting provider activities, including network and system changes, upgrades, patching, trouble shooting, change management, and configuration.
- Attend weekly customer meetings
- Produce performance and usage reports
- Develop database extracts to meet customer reporting requests
- Develop Unix shell scripts for monitoring, reporting, and general automation
- Maintain monitoring station
- Maintain database replication
Key Competencies:
- Ability to diagnose problems in a complex web application
- Understanding of n-tier Web-based application architectures
- Understanding of internet application deployment and debugging
- Understanding of internet hardware architectures and related diagnostic tools
- Ability to manage Linux systems and storage in a production environment
- Ability to manage MySQL and MySQL replication
- Java and/or Flash programming is preferred
- Experience with Flash remoting, LiveCycle Data Services (formerly Flex Data Services), Jira, SVN, Maven, Nagios, and Virtual Machines is a plus
- Demonstrated ability to meet schedule commitments with high quality software
- Demonstrated ability to manage and operate an enterprise, five 9's uptime production environment
- Proven abilities as a contributing member of a high performing team
- Fast moving, self-motivated, creative thinker with exceptional process, analytical, engineering and relationship skills
- Understanding of Java, J2EE, App Servers, Workflow, Rules Engines, XML technologies
- Ability to write SQL extracts and reports
- Ability to work in a collaborative startup company environment
Experience:
- 5-8 years experience with direct customer interaction supporting Internet-based applications in production environments
- Ability to work collaboratively with Product Development, SaaS Operations, and Professional Services teams to solve customer problems.
- Experience with Rich Internet Technologies (AJAX or Flash)
- Experience with Agile/Scrum development is a plus
- Insurance domain experience is a plus
- Bachelors Degree in Computer Science or equivalent