Platform.sh is an incredible new technology built by Commerce Guys, and we are currently on the lookout for a well-rounded support lead. In this role you will have many opportunities to make decisions and influence policy; it's not a "help desk" role.
The right person for this job has a wide variety of experience as a developer, (preferably in the Drupal community), and loves working with customers to solve all kinds of issues, be them Drupal, Deployment or Infrastructure related.
Though we are looking for a problem-solver, we also want a leader who likes to teach. Our ideal candidate wants to be an inspiration to the team and an example to them of how to get the job done while keeping customers happy.
Finally, you need to be a great writer to excel in this position. We are looking for people who are able to help us complete the documentation that is forming on our products (which are advancing rapidly -- these are true moving targets).
Our team is packed with amazing talent, and we're looking for the best of the best to support our customers and join this team of wicked-smart, fun-loving, international geeks.
Responsibilities:
Responding to customers in the Issue Queue
- Diagnosing issues: Application (Drupal) or platform.sh, and their impact/urgency.
- Research Solutions: Testing to reproduce issues, finding solutions (and correctly documenting and communicating those).
- Responding: Responding to customers in a way that respects the SLA and CG customer guidelines.
- Possible participation in the 24/7 support rotation
Documentation
- Review current platform.sh documentation
- In collaboration with the team, determine what needs to be written or added
- Write documentation to help developers use platform.sh (developer center)
- Review with direction as needed
Maintain Support infrastructure (Zendesk, PagerDuty, Marketplace, Salesforce, Github)
- Fully understand the capabilities of Zendesk, PagerDuty, and Github and how they interact with Marketplace (our internal Drupal Commerce system that manages customers, orders, licenses and such) and Salesforce to respond to customer needs.
- Be able to create triggers, automations and other functions in Zendesk and PagerDuty used for automating customer communication with support technicians.
- Help maintain our support infrastructure and add new/useful tools to improve customer interaction.
Engineering around monitoring and automation (Puppet, Munin, Kibana, New Relic/Appneta/DataDogHQ)
- Configure, build and maintain automation tools according to needs to help support common support cases.
Help with onboarding new hosting customers
- Launch platform.sh Enterprise Clusters (which is the high-availability version of our PAAS)
- Sort CDN and SSL issues
- Communicate DNS requirements and analyse