Operations Support Engineer II

Location:  Bucharest
Reports into: Senior Product Operations Lead

Are you looking for a career move that is more than tickets and dashboards? Do you want to learn about networking, the Internet and globally distributed services?  Do you want to help make the Internet a safer place and ensure that our customers get the best service quality possible? 

We’re looking for Operations Support Engineers and Leads to help us run our services 24 hours a day, acting as the first line of defense/response for our diverse and ever expanding portfolio of production services.  We’re a follow-the-sun operations center (no night shifts!) and we’re charged with bringing ExpressVPN customers the best possible user experience.  We have unique problems, interesting technologies, and good tooling to help you maintain the level of service our customers expect.  If that sounds awesome, check us out and apply.

What you’ll do

As an Operations Support Engineer in our Operations Services team, you will be responsible for:

• Monitoring server and service performance, metrics, and SLAs and taking action to correct issues using our internal tools and techniques
• Analyzing our processes and continuously improving and updating them
• Finding repeatable tasks, and proposing or creating automation so we can concentrate on higher value work
• Analyzing incoming incidents from third-party providers, internal alerts/systems, and other sources, triaging, fixing, or escalating as necessary
• Performing root-cause analysis on reported issues and incidents and utilizing our internal tooling to resolve them when possible
• Analyzing our metrics to look for anomalies and leading indicators of issues before they become an incident or outage and driving those early issues to resolution

What you’ll bring

• A technical background in the following areas:
• IT Systems Administration
• Linux Administration/Operations
• Network Operations Center or similar ops centers
• Entry to intermediate-level knowledge:
• Technical Troubleshooting
• Linux operations or similar technical foundation
• Triage, ticketing, and incident response
• Operating/Using a monitoring solution
• Data manipulation and basic data analysis
• Troubleshooting/analytical mindset
• Be a fast learner, many of our technologies and services are unique but built on solid technical foundations
• Be able to prioritize tasks/tickets appropriately
• Ability to document processes clearly and to follow procedures
• Ability to work under pressure during events such as large outages or incidents
• Good verbal communications in English
• Good writing/documentation skills in English

How we’ll support you

We believe in fostering an environment that empowers decision-making at all levels. Our culture is rooted in the inverted pyramid approach, where the engineers, who have a deep understanding of the product and the customers, are the ones who have the knowledge and the authority to make impactful decisions. 

• We prioritize treating every team member with respect and promote open and constructive feedback, ensuring a culture of trust and transparency
• We encourage learning through experimentation and provide a safe space for everyone to learn from their experiences
• Our managers are dedicated to facilitating career growth and creating an environment that attracts and supports talented engineers

ExpressVPN, a Kape Technologies company, is an equal-opportunity employer. We promote equal recruitment and employment opportunities and do not discriminate based on gender identity and/or expression, age, race, color, disability, culture, religion or belief, family and/or marital status, sexual orientation, or other characteristics protected by applicable law. We celebrate a diverse and inclusive work environment in which applicants and employees are treated with respect and dignity and excel based on personal merit, qualifications, experience, and performance.