Technical Operations Analyst

| Bee Cave

Job Description

As a Technical Operations Analyst reporting to the Technical Operations Manager, you'd be on a team responsible for technical deliverables throughout the lifecycle of our customer base.  Here are a few examples of the responsibilities:

  • Providing support to customers both via web portal and phone for varying levels from simple application usage and user error to network issues and application errors up to and including site down scenarios
  • Working with customers to provide a technical details and guidance for the product setup process as well as completing the configuration and deployment of the product.
  • Implementing integrations of the SecureLink product with other systems (AD, SAML, SMTP)
  • Scheduling and executing application upgrades
  • Interacting directly with our development team in creating, reproducing, and providing feedback and testing for bugs.
  • Working with our internal systems for replicating environments and customer issues in house.
  • Working with JIRA, Confluence, Salesforce, VMWare and other industry standard tools daily.
  • Working with Linux systems, Mac and Windows daily, in addition to supporting customers on less common operating systems.
  • Collaborating directly with our product specialists and members of the sales team to provide technical expertise to ensure the technical aspects of everything from demos to workflow consultations go smoothly.

In a nutshell, this role is all about providing excellent support through the entire life-cycle of a customer and interacting with all necessary internal teams to do so. This provides a unique experience as the position allows you to become technically versed in many areas.Skills & Requirements

The ideal candidate should possess the following qualities:

  • Excellent technical problem-solving skills
  • Experience in a technical support role supporting client / server environments or networks
  • Experience in a technical lead role handling 2nd or 3rd level escalations
  • Self-motivated with a fundamental drive for learning and self-improvement
  • Systematic troubleshooting methodologies
  • Excellent customer service skills
  • Excellent verbal and written communication skills
  • Experience with supporting, utilizing or deploying most or all of the following
    • TCP/IP Networking
    • Linux systems configuration
    • VMware
    • SQL
    • Windows
    • SSH
    • Telnet
    • RDP
    • Port Forwarding
    • SSL
    • HTTPS
  • Competency with SQL and in particular PostgreSQL
  • Well organized with above average time management and prioritization skills
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C++Languages
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PerlLanguages
    • PythonLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • SpringFrameworks
    • StrutsFrameworks
    • FreemarkerFrameworks
    • PostgreSQLDatabases
    • GainsightAnalytics
    • BalsamiqDesign
    • IllustratorDesign
    • PhotoshopDesign
    • ConfluenceManagement
    • JIRAManagement
    • SmartsheetManagement
    • SalesforceCRM
    • YesWareEmail
    • RainKingLead Gen
    • PardotLead Gen

Location

Rising from the hill country on the western edge of Austin, the SecureLink Space Ship was built for the special astronauts who work here every day.
11402 Bee Caves Road , Bee Cave, TX 78738

Insider's spotlight

What's something quirky about your company?

It's our ode to space missions and astronauts! Walk inside and you'll find life-sized model astronauts, conference rooms named after astronauts, space wallpaper, space mission posters, and more. To drive this theme home, every new employee is encouraged to try out the space simulator in our room dedicated to virtual reality (it's awesome!).

Ike

Sales Operations

How do you collaborate with other teams in the company?

One of the best things about working here is that I get to interact with so many smart, talented people. Everyone is always willing to lend a hand to help pull the company forward. There are no corporate politics and we are all open and honest with each other. The open communication leads to a lot less stress than at other companies I've worked.

Joe

President & COO

What makes someone successful on your team?

Intelligence, creativity and a “play to win” attitude. We have a top of the line product and pride ourselves in providing a top of the line sales/support/implementation experience for our customers.

Carrie

Customer Success Manager

The best idea wins! From the kitchen staff to the executive team, we are always looking for innovation. Right now, our marketing team is launching a campaign featuring old-school combination locks: “Remember when security was this easy?” It didn’t matter that the idea came from the finance department- it’s clever and we ran with it!

Jeff

CEO & Co-Founder

The best idea wins. It’s a perspective that permeates the whole company - we’ve even formalized it into the way we run things, we call it the goals process. Everyone decides which efforts they think are most critical, then makes it happen. It’s a bottom up way to make sure the best ideas win and our company keeps moving in the right direction.

Joel

VP of Technology

Perks of working here

401(K) Matching
401(K)
Beer on Tap
Casual Dress
Company Outings
Daily Meals Provided
Dental
Game Room
Happy Hours
Health Benefits
Onsite Gym
Parking
Pet Friendly Office
Stocked Kitchen
Unlimited PTO
Vision
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