Operations Engineer

About the role

Syniverse is looking for an Operations Engineer in San Jose, Costa Rica. This is an individual contributor role with no direct reports, focused on solving complex technical problems and supporting day-to-day customer and application issues. The engineer installs, configures, operates and evolves common infrastructure such as networks, servers and external services like the cloud.

Key responsibilities

• Provide escalated technical support for complex issues, including leading problem management cases and giving management status.
• Coordinate escalated support cases and lead internal technical resources and third-party vendors to resolution.
• Analyze and resolve assigned tickets using root cause analysis.
• Install, monitor, maintain, support and optimize production server hardware and software.
• Take part in ticket reviews, analyze severity and scope, and own issues until resolved.
• Analyze metrics and act on customer feedback.
• Continuously monitor production servers (system health, resource utilization, file transfer rate, database insert rate, logs) and application health (file processing, data loading, scheduled tasks, reports, dashboards, logs).
• Use alarm monitoring tools, interpret alarms and resolve or escalate them.
• Run benchmarks and research to improve performance, and investigate errors from production logs.
• Prioritize production issues and run user acceptance tests in production.

Required profile

• Bachelor's degree in computer science, electronics or telecommunications, or equivalent work experience.
• 2+ years of professional experience in application support, technical customer support, problem management, relational databases, programming languages or software development.
• Preferred: certification on operating systems and databases, and preferred Oracle certifications (OCP, OCA, SQL Server Certified Engineer).
• Strong customer service, analytical, multitasking and written communication skills, with familiarity with testing and troubleshooting.

What we offer

• Flexible and remote work options.
• A competitive total compensation package.
• An inclusive, collaborative and transparent culture.