Senior Engineer, IT Operations

G'day

We are ServiceRocket, a global tech-enabled services company headquartered in Palo Alto, California. Our purpose is to be the single most reliable partner in the acceleration of your growth. At ServiceRocket, we are committed to the development of every Rocketeer and the trust of every customer.

Twenty years on and counting, we’ve got your back.

**Why is ServiceRocket the place for you**
- A 20+ year tech services expert of many solutions and partnerships with industry giants.
- Our diverse world of Rocketeers lives by our values with a collaborative mindset resulting in a 4.7 rating on Glassdoor.
- We have been certified as a best place to work for our US, Chile and Malaysian offices.
- Our culture rocks You’ll join a fun-loving and inclusive work environment that supports your professional growth and personal well-being.

Visit our website to learn more and become a part of our Rocketeer Nation.

As a Senior Engineer, you'll be a driving force in our technical landscape, ensuring both the mastery of our systems and the efficacy of our operations. You'll play a crucial role in shaping our technical direction, collaborating across teams, and fostering a culture of continuous improvement.

This is a remote role within the country (Chile) with sporadic visits to the office for onsite support for setting up new machines.

**What you’ll be doing**

You will develop and maintain internal technical standards, libraries, and resources, serving as a go-to expert in our processes and helping to define them. We expect you to scope and implement solutions independently, demonstrating a deep understanding of our systems that allows for rapid progress. You'll excel at handling open-ended problems and ambiguity, making well-reasoned design decisions that consider all potential issues and risks. Staying abreast of industry trends and tools is key, and you'll be the expert troubleshooter within your domain.

You'll be responsible for methodical estimation based on iterative learning, setting realistic deadlines that promote healthy work habits. We value your ability to seek guidance in unfamiliar areas and persist through roadblocks, pulling in others as needed. Your decisions will be informed by analytics, and you'll demonstrate end-to-end accountability from planning to monitoring. A critical aspect of this role is understanding user empathy and how solutions are adopted, helping to form a vision for future direction.

You'll actively participate in cross-department and cross-division initiatives, building strong cross-functional relationships regardless of seniority. We'll rely on you to identify and suggest solutions to problems impacting the team and company, and to express complicated issues simply. Engaging in productive dialogue even amidst conflicting views is essential, as is actively seeking to understand other perspectives. Finally, you'll ensure that documentation for all critical systems is comprehensive and up-to-date.
- In summary, you will:_
- Provide day-to-day L1 and L2 support with accurate solutions, supported by effective tooling and measures
- Share the knowledge by mentoring colleagues in good development and operations principles and practices
- Build, provision and maintain productivity tools with a DevOps mindset - collaborate often and continuously improve
- Design, implement, and deploy global IT policies including but not limited to information security, and the security of BYOD systems
- Perform and optimize the purchasing and renewal of equipment, software licenses and subscriptions with stakeholders and suppliers.

**What you’ll bring to the table ‍**
- Typically requires a minimum of 3-5 years of related experience with a Bachelor’s degree or higher, or equivalent work experience
- Strong communication skills, including proficiency in spoken English (it does not need to be certified)
- Expert knowledge and experience with ITSM
- Automate day-to-day routines and ETL operations with shell scripting and programming, using REST API, Python, JavaScript/JSON, or any modern tooling
- Possess a good understanding of enterprise architecture, and can analyze, visualize, simplify, and perform monitoring, troubleshooting, and performance tuning on its networking and security
- Communicate effectively with technical teams and stakeholders to design, propose, and implement solutions
- Possess hands-on experience in the administration of a few, if not all, of NIX, Macintosh and Windows devices and systems
- We’ll love you more if:_
- You have worked with Atlassian Products before (JSM, Jira, Confluence)
- You have worked with Netsuite ERP
- You have one or more of the following certifications: AWS Security, Google Professional Security Engineer, AWS Professional Solutions Architect, Atlassian ITSM Professional Accreditation, ITIL Specialist, AWS Professional DevOps Engineer, Google Professional Cloud Developer, SuiteCloud Developer.

**Your leaders**

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