Lead support engineer job description

Rapid7 is looking for a Lead Software Engineer to join a newly formed delivery team in Tampa as it continues to grow and advance the organization's enterprise applications

ecosystem. We need a team player with software engineering chops that is excellent at delivering quality solutions that delight users. The ideal candidate is someone who can contribute and guide a team tasked with delivering robust technical solutions, solving system and business problems, and developing/executing enhancement/support plans.
About the Team

This team is responsible for interfacing with internal stakeholders with a direct impact to our customers. The team is also responsible for the administration of our Federal Salesforce instance that interfaces with our Federal customers. We work closely with the business, product owners, business systems analysts to deliver top of the line solutions for our customers.

About the Role

In this role you will be responsible for leading a team of junior developers and overseeing the day to day operations surrounding our Software Development Life Cycle. You will be collaborating across the business to help drive business requirements into timely solutions.

In this role, you will:
Be a key member of a business transformation initiative that brings significant benefit to our customers

The skills you'll bring include:
6 - 8 years of software engineering experience working with Salesforce, ideally Service/Community Cloud Background in integration patterns and platforms like Workato, Amazon Web Services, Google Cloud Engine or Microsoft AzureExperience with Git and Jenkins or similar version control and build platforms Experience with accounting, quote-to-cash, subscription lifecycle management, direct and partner selling channels Proficient with JIRA/Confluence

We know that the best ideas and solutions come from multi-dimensional teams. Teams reflecting a variety of backgrounds and professional experiences. If you are excited about this role and feel your experience can make an impact, please don't be shy - apply today.

About Rapid7

Rapid7 is creating a more secure digital future for all by helping organizations strengthen their security programs in the face of accelerating digital transformation. Our portfolio of best-in-class solutions empowers security professionals to manage risk and eliminate threats across the entire threat landscape from apps to the cloud to traditional infrastructure to the dark web. We foster open source communities and cutting-edge research-using these insights to optimize our products and arm the global security community with the latest in attackers methods. Trusted by more than 10,000 customers worldwide, our industry-leading solutions and services help businesses stay ahead of attackers, ahead of the competition, and future-ready for what's next.
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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Arq Group changes the way businesses do business. From award winning mobile apps, cloud and analytical insights, to design thinking and digital marketing. We define, design and create products and solutions that solve problems, big and small. Arq Group are Australia's leading experts in Digital Solutions.

We create technology. We partner with our clients to solve problems others can't. We do this by hiring the best people out there!

As a Lead CloudOps Support Engineer at ARQ, you'll be an integral part of the Cloud Operations team within Customer Operations.

Responsible for managing creative cloud solutions for our clients, you'll be providing technical leadership and support to your team members to enable operational excellence and increase customer experience of cloud-based platforms.

The opportunity that awaits:Lead the on-shore and off-shore team members Deal with day-to-day operations and associated matters Assess, prioritise, assign and escalate workloads Develop and maintain documentation about platforms and processes Train, mentor, and coach the on-shore and off-shore team members Investigate, identify and resolve issues in a live production environment Improve the reliability and security of solutions and deliver consistently exceptional customer experiences Work closely with ARQ team members and our customers and support other teams to identify technology enhancement and efficiency opportunities

About you:Experience in leading a digital operations team in a customer-facing role Experience with Service Delivery and Continuous Improvement Experience in cloud infrastructure - Amazon AWS and Microsoft AzureAdministration of Windows and Linux based web applications (IIS, Apache, MSSQL, MySQL, etc.) Experience with optimisation, reliability, patching and security Experience with scripting languages and automation tools A positive can-do attitude and professional approach to working with customers and with internal teams Good planning, organisational, analytical, and decision-making skills, and the ability to work independently Strong written and verbal communication skills Great people skills

Some of the benefits offered at ARQ:Free daily coffees from one of our local baristas to get your day off to a great start Monthly team get together (back to base) jam packed with fun activities in the office Table tennis, board games and retro arcade games to break up your day Ongoing training and development Excellent career growth opportunities with options to relocate nationally or overseas Social club membership and activities Impact innovation days (Hackathons) with prizes EAP Counselling and support sessions for you and your family Monthly Recognition and Rewards for ARQadians that go above and beyond Novated leasing and salary sacrificing options

Arq Group is the dynamic space for smart thinkers. We create unforgettable experiences, solve complex challenges, and provide seamless, end-to-end solutions for businesses, big and small…. from design thinking to customer solutions, leading mobile, cloud and analytical insights, digital marketing, to web design. We are Australia's leading digital partner, powering the growth of businesses, big and small.

At Arq you'll find a true work-life balance. You'll be part of a sincere team that's all about diversity, equality, teamwork and mutual support. Sound like the place for you? Then tell us why you're the one for us.
At Arq we believe a diverse workforce supported by an inclusive culture is central to our success and we actively encourage applications from those who bring diversity of thought to our business. We support candidate requests for adjustment to accommodate an illness, injury or disability to equitably participate in the selection process.

Mendix is a low-code app development platform:

First, what is low-code? Low-code is a visual approach to software development that enables you to abstract and automate every step of the application lifecycle. Gartner predicts that “by 2024, low-code application development will be responsible for more than 65% of application development activity.” Mendix is repeatedly ranked a Leader in analyst reports from Gartner and Forrester. In the 2021 Gartner Magic Quadrant for Multiexperience Development Platforms, Mendix placed at the very top of the Leaders quadrant.

Mendix, the global leader in enterprise low-code, was created to promote collaboration between Business & IT teams. Thousands of forward-thinking companies around the world like Ford Auto, Rabobank Netherlands, Zurich Insurance, and Red Bull, can unleash their best ideas faster with the help of the Mendix Platform.

Mendix is a Siemens Business:

Siemens is a Top 10 Global Software Company and a leader on Fast Company's Most Innovative Companies in the World! With the acquisition of Mendix in 2018, Siemens Digital Industries Software is driving transformation to enhance the digital enterprise where engineering, manufacturing and electronics meet the future of innovation. Mendix employees have the opportunity to work in a hyper-growth environment with the support of Siemens' unbeatable market position and resources.

We are looking for an experienced Software Engineer who will join an elite team that focuses on our customer's needs. This position, as part of R&D, ensures customer success by troubleshooting, debugging, and proposing fixes/workarounds to the most complex customer issues escalated by the last tier of Support. You will work closely with other teams in R&D and Customer Support to respond to critical technical incidents and act as customer advocate within R&D.
This role requires the abilities of both Tier 3 Customer Support and Software Engineering to act as an effective interlink between the two disciplines and to be able to understand the overall Mendix platform infrastructure. The ideal candidate will share our passion and great pride in our customer-first culture.
You'll help us drive digital innovation:Work closely with our most important global customers in Europe, USA, Australia, Asia, Middle East, and Japan like Heineken, Continental, Fanny Mae, University of Georgetown, ConocoPhillips, eXp Realty, Ingersoll Rand.Troubleshoot, debug, and propose bug fixes or architectural changes, within the Mendix platform or related to customer-sided implementation.Work closely with R&D teams on a tactical level to identify structural improvements and improve the customer experience of our platform. Your most important point of contact will be the Software Delivery Managers of the R&D groups.Work closely with Tier 1 and Tier 2 Customer Support teams to help them expedite ticket resolution, sharing knowledge and experience.Understand customer use cases to be an effective liaison between R&D and customer to solve complex technical problems.Take complete ownership of escalations.Mentor and coach team members as we build out the team.Identify opportunities to propose new troubleshooting or performance analysis tools for production operations staff.Participate in future after-hours on-call rotation for critical customer escalations.Identify and build improvements in our Support processes and tools, both internal and with our partners like SAP, IBM, and Siemens.Work in a smart, young, and dynamic team where innovation thrives, and career opportunities are abundant.
You're the innovator we need if you:Love to engage with the customer to solve any challenges they might face and voice their needs and challenges within Mendix.Have a B.S. in Information Systems, Engineering, Computer Science, or equivalent.Have over 3 years of relevant working experience in a technical environment.Have over 3 years development experience in object-oriented programming languages like Java, C++, .Net, or JavaScript.Are passionate for technology, and have strong problem-solving and analytical skills.Are well-organized, flexible, and can keep an overview of all your tasks.Have knowledge of, and experience with Infrastructure as a Service.Preferably have experience in mobile app development, integration, cloud infrastructure, and/or security.
Experience a culture like no other at Mendix:Work for an award-winning employer?Drastically change the way businesses create value using state of the art software?Get great working experience in one of the fasted growing tech companies around?Be part of a world-class, passionate, intrinsic, self-motivated team striving towards a common goal?Take ownership and accountability?
So, do you want to kickstart your career in the Mendix Community? Join now!

Working for Mendix and with our Customers means your reliability has to be beyond any doubt, and therefore every employment is subject to an onboarding screening and the condition precedent a Certificate of Conduct is provided that demonstrates you did not commit any offences that are relevant to the performance of your function.

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Mendix/Siemens is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protected by federal, state or local law.

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