Cloud Support Engineer (Colombia)

Caseware is one of Canada's original Fintech companies, having led the global audit and accounting software industry for over 30 years, with more than 500,000 users across 130 countries and available in 16 different languages. While you might not have heard of us (yet) over 36,000 accounting and audit professionals list Caseware as a skill on their LinkedIn profiles!

We are looking for talented and passionate engineers to join our team to support building and maintaining the infrastructure and network that hosts our flagship products. We are looking for individuals excited by the opportunity to support the availability, security, and releases of multiple cloud products.

In this role, you will be reporting to:
Adrian Toanca - Cloud Support Manager

Contact:
Maira Russo - Senior Talent Acquisition Partner

What will you do?:

• Ensure appropriate prioritization and resolution of support issues raised by internal teams in accordance with the agreed-upon SLA
• Responding to system outages according to standard operating procedures and acting as an escalation point for production cloud issues during on-call shifts or as required.
• Working with senior members of the cloud operations team for knowledge management and technical documentation
• Troubleshooting system & network problems, diagnosing & solving system issues, and working with the cloud operations team in identifying/rectifying issues in various environments
• Automation of various processes using configuration management tools like Ansible, Terraform, Cloudformation, and shell scripting using Python, Bash, etc.
• Work with the incident management team to create root cause analysis documents, to be showcased to internal teams and work on mitigation items from such discussions
• Troubleshoot issues related to the production environment for Caseware Cloud and liaison with various teams to resolve incidents
• Execute periodic tasks like patch management, reviewing prerequisites across our fleet, deployments via CI/CD pipelines, etc as and when required
• Be involved in reporting critical metrics such as cost optimization, incident trend analysis, recommendations to improve KPIs like MTTR, etc
• Participate in on-call rotation to support and maintain the high availability of our cloud infrastructure, 24x7x365

What you will bring:

• Bachelor’s degree in Computer Science, Software Engineering, or equivalent experience with 6+ months of professional experience in an operations role
• Broad working knowledge of Linux and Windows with the ability to execute basic commands and write simple scripts in Bash, Powershell, or similar technologies.
• Proficiency in one or more programming languages like Python, NodeJS, Go, Powershell, etc.
• Strong troubleshooting and communication skills (verbal and written) in English, with the ability to drive discussions in a group
• Willing to work in a rotational shift job and support on-call responsibilities

Good to have:

• At least 6+ months of AWS administration experience
• Familiarity with managing public-facing websites on nginx, Apache, etc.
• Knowledge of automation tools such as Ansible, AWS Cloudformation, Python, etc.
• Strong knowledge of monitoring & log management Tools (NewRelic, CloudWatch. etc.)
• Strong analysis and troubleshooting skills and experience
• Experience in Docker, Kubernetes & Configuration tools like Chef, Puppet, or Ansible is a plus
• Experience with CI/CD systems such as Jenkins, Github Actions.
• Any cloud certification such as on AWS, Google Cloud or Azure
• Experience with ticketing systems such as Jira, Zendesk etc.

Perks & Benefits:

• Permanent contract with all the legal benefits
• Fully remote position
• Prepaid Medicine
• Life insurance and funeral assistance
• Internet allowance
• Competitive compensation — above the market average
• 100% remote work environment and an excellent work-life balance
• Opportunity to work for a growing global SaaS leader company
• A culture that promotes independence, innovation, trust, and accountability
• Open space to be creative, innovative and strategize for the future

About Caseware

Caseware's cutting-edge software products are meticulously designed for accounting firms, corporations, and governments. Our teams are continually collaborating, innovating, and building upon our existing suite of products. With a customer-focused mindset, we are building technology that is shaping what the future of audits, financial reporting, and financial data analytics will look like.

With a recent strategic investment from Hg Capital in 2020, Caseware is now in its next major growth phase as we double down on the people and products that have made Caseware so successful to date.- Certn.co_
- which typically includes an Identity Verification and Criminal Record Check. Executives and Senior Managers will undergo a Soft Credit Check as well._

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