L2 DevOps Support, Trilogy (Remote) - $60,000/year USD

Job ID: 4604

Description

Are you a highly technical support agent or systems engineer who is bored of working with the same application week after week? Are you interested in learning the latest AWS technologies and refining your DevOps skills to become an elite support engineer—all from your own home office?

Trilogy is making a major effort to boost support quality and bring the customer experience to a new level. Here is how you can help us achieve that goal:

  • One of the keys to success is hiring highly skilled DevOps engineers who can provide proactive support to our more technically demanding customers. You will have the opportunity to draw from and continually enhance your Docker, Kubernetes, and AWS skills.
  • Constantly learning new products and technologies is not just something we encourage, but rather it's the foundation for our entire strategy. We want each of our agents to be cross-trained on at least 5 products, and we'll give you the time and resources you need to get there. Approximately 20% of your time will be spent learning a new product or technology.
  • We believe great support means solving tickets fast and on the first attempt. Our agents currently achieve 30% first contact resolution (FCR) within one day. We want to achieve 80% FCR within one shift. Our world-class customer support coaches and AI-powered Knowledge Base will help you reach that goal.

What you will be doing

  • Wowing customers by solving new and complex problems proactively.
  • Drawing on your DevOps knowledge and experience to discover the root cause of our customers’ most challenging issues.
  • Building on your existing technical capabilities and regularly adding new skills and product knowledge to your toolkit.

What you will NOT be doing

  • Answering the same customer questions over and over again. Any problem that has been solved before will be solved again by our Autobot.
  • Troubleshooting basic problems. This is a more senior role focused on solving our most interesting problems.
  • Writing Knowledge Base articles. We have a whole separate team dedicated to making great articles available for your immediate use.

Candidate Requirements

  • At least 2 years of system engineering or technical support experience
  • Experience working with Docker, Kubernetes, and AWS
  • Enthusiasm for solving complex problems and learning new technologies
  • Ability to work 100% remotely from your own home office
Apply Now
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