Jobs / The***
Technical Support Engineer
The*** · Chicago, IL, United States
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Chicago, IL, United States95,000-125,000 USD/yearlyRemote
Remuneration
95,000-125,000 USD/yearly
Location
Chicago, IL, United States
Visa sponsorship
Sponsors visa
Job summary
Department Globus Support & QA About the Department Globus (www.globus.org) is a mission-driven organization dedicated to enabling discovery by delivering advanced data management and computation capabilities to researchers worldwide.
Benefits
EligibleThe University of Chicago offers a wide range ofPrograms and resources for eligible employees, including health, retirement, andInformation about the benefit offerings can be found in theGuidebook.Posting StatementFor additional information please see the University's Notice of NondiscriminatiAll offers of employment are contingent upon a background check that includes aA conviction does not automatically preclude University employment.The Report can be accessed online at: http://securityreport.uchicago.edu.Paper copies of the Report are available, upon request, from the University of C61st Street, Chicago, IL 60637.
Qualifications
- You are expected to become familiar with the inner workings of the Globus services and be able to 'dig deep' into the technical details to identify and solve user problems expeditiously.
- Experience in an academic or research computing environment, along with Python and REST API development experience, is highly valued.
- Education:
- Minimum
- include a college or university degree in related field.
- Work Experience:
- include knowledge and
- Experience:
- Strong experience diagnosing complex, multi-system issues (network, AuthN/Z, storage, and application layers).
- Demonstrated strong experience in Linux/Unix system administration.
- Experience troubleshooting applications on user workstations for Mac, Windows and Linux.
Responsibilities
- You will provide second-tier technical support for users of Globus software to ensure organizations and their researchers can successfully deploy and use Globus services.
- Our user support team is known for providing excellent customer support, and you will be expected to uphold that reputation by providing best in class customer service.
- You will perform timely and thorough software release testing, and generate user support documentation that is clear, accurate, and comprehensive.
- You will also develop and execute policies and procedures that increase the efficiency and quality of Globus user support.
- Provide Level-2 user support for installing, configuring, using, and troubleshooting Globus software and services.
- Conduct in depth analyses of technical information in order to diagnose and resolve complex technical issues.
- Proactively gather and coordinate information across software engineers in the service of resolving complex Level-2 customer issues.
- Appropriately escalate issues to Tier 3 engineering with full diagnostic context.
- Write and communicate clear, reproducible bug reports.
- Develop policies and procedures for using internal ticketing systems for effective issue management, communication, and resolution and ensure these policies and processes are followed across teams.
- Author and maintain public-facing user documentation (e.g.
- user guides, FAQs, troubleshooting pages).
Skills
CommunicationCustomer Service
Degrees
AssociateDegree
Work schedule
Weekend
Industry
AutomotiveDefenseEducationPharmaPublic-sector
Company size
Smb
Contract length
7 years
Security clearance
Confidential