Job Purpose : The Operations Engineering team is responsible for providing advanced level 3 support for the product suite that Limelight offers to internal and external customers.
The core responsibility of the team is to ensure a stable and functioning network of servers and services for all customers.
The position will generally interface with technicians, developers, customers and sales teams as an escalation point and a liaison between teams.
Advanced knowledge of large scale networking, http caching, streaming technologies, and *nix administration is desired. Excellent customer service skills are also a necessary component of the job.
This position will involve on call support in a rotation setting and shift base queue coverage.The Operations Engineering team is staffed 24*7 so you must be able to work 2nd / 3rd shifts and weekends when asked.
This position reports to the Operations Engineering Manager.Essential Functions :
In depth troubleshooting of customer issues in a production environment. Occasionally join a live event bridge to help troubleshoot live with the customer
Deliver and document solutions to resolve escalations from our NOC in the Limelight production service environment based on severity in a timely manner
Properly document and escalate issues to Engineering and Development teams
Be able to correlate systems issues and alarms to provide feedback on problems that may occur in production
Perform tier 3 level troubleshooting of linux / unix based systems and network devices.
Maintain clear and easy to follow documentation when asked to or appointed as a subject matter expert
Be willing and able to quickly learn and research technologies and information obtained from technical documents
Qualifications : Experience and Education (minimums)
3+ years direct hands on experience working in a support role
2+ years of networking, computer science education or equivalent work experience
1+ years troubleshooting network elements and protocols layer problems
1+ years experience with Linux or Unix administration in an operations or help-desk environment
Experience and Education (prefered)
4-year technical bachelor's degree
Linux or Unix certifications
2+ years working in a NOC and monitoring environment
2+ years scripting experience
Knowledge, Skills & Abilities
Being comfortable with work from a command line interface
Basic ability to read and write scripts(bash / perl)
Knowledge of Unix or Linux administration troubleshooting methods
Understanding of DNS systems and how they function
Excellent time management and organization skills
Excellent articulation and written skills
Working knowledge of firewalls(ACLs), routers, switches, VLANs and BGP is prefered
Experience with http web servers such as apache or nginx is prefered
Knowledge of databases and ability to read and write database queries is prefered
Understanding of BGP troubleshooting methods is prefered
Advanced knowledge of TCP / IP and HTTP protocol is prefered
Advanced knowledge of DNS administration is prefered
Knowledge of streaming technologies and how they function(HLS / HDS / DASH / MSS / RTSP / RTMP) is prefered