Who We Are:
Kobiton is a mobile app testing platform that accelerates speed-to-market and improves the quality of the user experience by testing on real devices in the cloud or on-premises.
Join one of the fastest-growing tech companies and play an integral role in helping us scale at warp speed. Work with an amazing group of peers who will inspire you in new ways daily.
Kobiton is on the hunt for an Senior Data Center Engineer to ensure our clients have the right resources at the right time.
Requirements
Responsibilities:
- Provide advanced technical support and troubleshooting for all customers hosted in the data center
- Monitor and respond to support tickets through Zendesk in a timely manner
- Meet customer responsiveness Service Level Agreements (SLAs) on tickets
- Fill out each ticket with necessary communication such as regular updates, troubleshooting steps, screenshots, logs, and ultimate root cause
- Develop, read, follow, and update documentation like how-to articles, data center space, topology, power, cabling, FAQs, troubleshooting guides, policies and procedures, inventory management, and security protocols
- Coordinate with vendors and internal projects teams to ensure effective completion
- Identify skills gaps with the rest of the technician team and cross-train where needed
- Provide leadership for day-to-day operations of the data center technicians, such as guiding them on how they can investigate and resolve issues
- Work with leadership to identify strategic projects and build implementation plans and procedures to minimize customer impact and ensure timely delivery
- Identify and implement tools that can improve customer experience and drive a more efficient data center operation
- Review and influence new evolving design, architecture and standards for delivering solutions
- Partner with the Engineering Ops team to lead efforts in the deployment, maintenance, and support of data center infrastructure
- Work with the Kobiton product and engineering team to identify product enhancements that can benefit the data center operations team
- Facilitate escalations with the Kobiton product and engineering team
- Troubleshoot more complex problems such as network connectivity, software issues, hardware issues, performance, or misconfiguration
- Follow our data center guidelines and procedures such as inventory management
- Communicate customer issues, possible risks and escalations to management, data center team and account managers
- Responsible for accurate asset tracking for Data Center operations
- Work with our inventory team to assist and advise on inbound and outbound shipments of hardware, peripherals, servers, devices, and general data center equipment
- participate in datacenter expansion plans
Requirements:
- Must work at least 50% of the time in the Atlanta data center in Midtown
- Ability to work flexible shifts as needed for coverage and project completion
- Experience with handling customer-facing technical issues
- Well-organized with great communication skills
- Must pass a background check
- Ability to partner with people and teams to overcome complex challenges
- Familiarity with Android and iOS devices
- Experience with Linux, MacOS, and mobile operating systems, including working with the command line and examining log files
- Proficient in troubleshooting and diagnosing computer, server, and network hardware
- Experience working within a data center and remote (VNC) environment
Preferred:
- Bachelor’s degree
- Experience with Kobiton products, such as the Server, Devices, and Mac Mini systems
- Experience with development, systems administration, or scripting
Benefits
- Casual hybrid work environment
- Self-Managed (sometimes referred to as unlimited) Paid Time Off (PTO) - We trust that everyone working at Kobiton is a true professional and responsible adult. When you’re sick, take the time you need to get better. If you need a break to refresh and reboot, enjoy your time off.
- 100% company-paid Medical, Dental, amp; Vision insurance for you and your family
- Mobile phone and Wi-Fi reimbursement
- Company-sponsored training and development opportunities (Grow-biton)
- 401(k) retirement plan
- Paid Parental Leave (this includes adopting parents!)
- Employee referral bonus
- Fitness center on-site in Atlanta
- Free access to coffee at Bellwood Coffee shop on-site in Atlanta
- Tickets to Braves and State Farm Arena concert tickets
- Frequent happy hours and team events
Kobiton is proud to be an equal-opportunity employer. We