ZeniMax Jobs

Operations Support Engineer

Division: Bethesda Softworks | Department: Platform | Location: Austin, TX, US

Bethesda.net is looking for an Operations Support Engineer with a knack for troubleshooting who has a passion for learning and mentoring! As the front line supporting the online experience, the NOC’s mission is to ensure our products are up, fast, and if there is a problem, it gets resolved as soon as possible. You will be the point of escalation for Tier 1 and 2 System Administrators working in the NOC. You will work closely with the various product owners and engineers across the organization to provide in-depth support for their products.  As you work with these teams and learn about their products, you will work closely with the NOC on documenting support procedures.  The ideal candidate for this role has a deep-rooted passion for learning and understanding how things work, and sharing that information with others.  This person in this role will also be available for mentoring and training Systems Administrators in the NOC on specific products, or general technological concepts and services. We see success in the NOC as a gateway to other opportunities in the company (network engineer, systems engineer, devops, database, cloud etc.)  

Responsibilities

The successful candidate for this position will be capable of, and motivated to, learn on their own.  This skill is essential to get up to speed quickly, add value to the team and continue to grow within the company. You will be tasked with learning in-depth support processes for various products, and turning those into documented processes the NOC can follow, so strong written and verbal communication skills are essential. We are supporting products that need to be available 24/7 so schedule flexibility in this role is needed to ensure our customers can always have access to a world class online experience. At the end of the day, you will need to be confident in troubleshooting and supporting large Linux & AWS environments with servers across the globe.

At least a couple years of hands on command line Linux or other server management experience is preferable for this role. In order to be successful you will also require networking and AWS troubleshooting skills  Experience with automation tools such as Jenkins, Chef, or Docker are also preferred. Our goal is for the NOC to solve 80% of the incidents that occur without having to escalate to other supporting teams.  To meet this goal, we are looking for individuals that can think on their feet and have a solid foundation of core technology to isolate and identify issues as they arise.  Additional responsibilities include:

  • Work closely with partners to develop support plans for products and services
  • Develop and maintain runbooks or other support materials
  • Build and develop monitoring/alerting solutions in complex environments
  • Serves as the point of escalation for tier 1 and 2 support teams
  • Act as a subject matter expert and resource to junior employees
  • Advanced troubleshooting of systems, network, and applications
  • Provide direct support of game and other online environments
  • Participates in 24x7 support and maintenance activities.

Requirements

  • Minimum 2+ years Linux system administration experience (command-line).
  • Minimum 1 year of NOC or help-desk experience
  • Minimum 2 year experience working with AWS
  • Experience working with container technologies such as Docker and container orchestration tools like ECS, Kubernetes, Meso, OpenShift, or Docker Swarm
  • Experience with automation in Python, Bash
  • Strong troubleshooting skills in complex environments
  • Effective coaching and mentoring skills
  • Some overnight travel

Desired Skills

  • Experience with a logging solution such as Splunk, Sumologic, or Elasticsearch (experience with dashboarding also a plus)
  • Experience with automation tools such as Salt or Chef
  • Experience in a lead role
  • Experience troubleshooting system performance problems in AWS environments
  • Experience with automation in Python, Bash
  • Experience using ITIL best practice concepts, and AGILE sprint working methods
  • Collaborative and approachable personality

How to Apply

To apply for this position you will be redirected to the job submission form at Taleo.com, our third-party applicant tracking system. While Taleo.com is not hosted by ZeniMax Media and does not fall under our Privacy Policy, only employees of our Human Resources department will be able to view your submitted information. Information collected via the job submission form is subject to Taleo.com’s privacy policy.

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