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Jobs at Xantrion

Application Support Engineer

Location: San Francisco, CA

Type: Full Time

Min. Experience: Experienced

Working at Cantaloupe Systems means being a part of an intelligent and dedicated team where we empower one another to challenge the vending status quo. We are a young, fast-growing SAAS company where we enjoy a fun and flexible environment located in exciting SOMA. Full-time employees receive an array of benefits including competitive salary, stock options, 401k, generous medical coverage, progressive PTO/sick day policies and the ability to telecommute.

Our company is seeking a technical application support engineer. In this role you will work closely with our field consultants and our internal engineering staff to solve technical problems which are customer specific. If you are someone who loves analytical problem solving and driving to find root cause or is a solid system administrator but wants a broader role in the organization and you enjoy talking to customers as well as working with our developers; we have the position for you. All in all you will be essential in enabling our company to provide our industry leading SaaS solutions to customers.


Description of Duties

In conjunction with the Production IT team, perform advanced troubleshooting of Cantaloupe’s Seed Cloud solution

-Take the lead on owning customer issues and communicating status updates for problems escalated to the Production IT team
-Read and understand SQL, apply SQL scripts as appropriate to fix customer problems
-Build and maintain trust relationships with customers
-Communicate difficult situations with diplomacy and tact
-Build and maintain relationships with internal teammates
-Participate in an on call rotation.  Periodically answer and resolve after hours support calls and alarms identified by our monitoring software
-Perform network and application monitoring and alert management
-Manage our hosting providers’ user configurations (Active Directory, VPN, portal) ensuring appropriate privileges are created and applied and appropriate users are added and deleted
-Manage our Tripwire FIMS, Cisco ASA, two-factor authentication security, Alert Logic IDS/IPS and Alert Logic Log -Manager appliances
-Perform server patching and ensure our hosting providers perform other routine server and network maintenance such as  anti-virus updates, server log collection, and firewall updates
-Take the lead on knowledge sharing amongst the Production IT team
-Work with the Production IT team to develop process improvements for advanced Seed Cloud technical support
-Work with the Production IT team to establish and follow procedures that ensure the accuracy, integrity, and security of the applications, databases and networks maintained on our production information systems
-Take the lead on IT projects such as implementing and maintaining a disaster recovery site, increasing server capacity and maintaining PCI compliance

Required Experience and Skills

Bachelor’s degree
-Five or more years technology experience, preferably in system administration or application support
-2+ years customer service experience , preferably troubleshooting server side applications
-Ability to independently prioritize tasks
-Excellent time management skills
-Track record of excellent written and verbal communication, both inside the company and with customers and partners
-Advanced knowledge of Windows XP/7, Windows Server 2003/2008, SQL Server 2008/2012 and web servers (IIS and Tomcat)
-Knowledge of firewall setups and networking protocols such as:  TCP/IP, DNS, DHCP, SMTP
-Basic virtualization product (Hyper-V, VMware etc.) knowledge
-Basic SQL knowledge:, ability to understand database schemas, read SQL and write simple SQL queries
-Knowledge of network and application monitoring and alert management, preferably in a production environment
-Simple project management (working alone or with small groups of people) skills
-Able to communicate effectively with both technical and non-technical end users
-Able to translate technical requirements into business terms
-Enjoy a fast changing environment
-Have an enthusiasm for learning new systems and technologies
-The ability to keep a level head in high pressure situations

Desired Experience and Skills

-Willingness to be available starting 9AM eastern / 6AM pacific
-Experience in a start-up environment
-Experience working in teams
-Track record of improving your work environment: in addition to getting a task done, improving processes/tools so the task is easier or not needed in the future
-PCI (payment card industry) or other regulatory standard (HIPPA, FDA, SOX) compliance experience

 

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