Job Purpose : The Operations Engineering team is responsible for providing advanced level 3 support for the product suite that Limelight offers to internal and external customers. The core responsibility of the team is to ensure a stable and functioning network of servers and services for all customers. The position will generally interface with technicians, developers, customers and sales teams as an escalation point and a liaison between teams. Advanced knowledge of large scale networking, http caching, streaming technologies, and
* nix administration is desired. Excellent customer service skills are also a necessary component of the job. This position will involve on call support in a rotation setting and shift base queue coverage.The Operations Engineering team is staffed 24
* 7 so you must be able to work 2nd / 3rd shifts and weekends when asked. This position reports to the Operations Engineering Manager.Essential Functions :
* In depth troubleshooting of customer issues in a production environment. Occasionally join a live event bridge to help troubleshoot live with the customer
* Deliver and document solutions to resolve escalations from our NOC in the Limelight production service environment based on severity in a timely manner
* Properly document and escalation issues to Engineering and Development teams
* Be able to correlate systems issues and alarms to provide feedback on problems that may occur in production
* Perform tier 3 level troubleshooting of linux / unix based systems and network devices.
* Maintain clear and easy to follow documentation when asked to or appointed as a subject matter expert
* Be willing and able to quickly learn and research technologies and information obtained from technical documents
Qualifications : Experience and Education (minimums)
* 3+ years direct hands on experience working in a support role
* 2+ years of networking, computer science education or equivalent work experience
* 1+ years troubleshooting network elements and protocols layer problems
* 1+ years experience with Linux or Unix administration in an operations or help-desk environment
Experience and Education (prefered)
* 4-year technical bachelor's degree
* Cisco CCNA
* Linux or Unix certifications
* 2+ years working in a NOC and monitoring environment
* 2+ years scripting experience
Knowledge, Skills & Abilities
* Being comfortable with work from a command line interface
* Basic ability to read and write scripts(bash / perl)
* Knowledge of Unix or Linux administration troubleshooting methods
* Understanding of DNS systems and how they function
* Excellent time management and organization skills
* Excellent articulation and written skills
* Working knowledge of firewalls(ACLs), routers, switches, VLANs and BGP is prefered
* Experience with http web servers such as apache or nginx is prefered
* Knowledge of databases and ability to read and write database queries is prefered
* Understanding of BGP troubleshooting methods is prefered
* Advanced knowledge of TCP / IP and HTTP protocol is prefered
* Advanced knowledge of DNS administration is prefered
* Knowledge of streaming technologies and how they function(HLS / HDS / DASH / MSS / RTSP / RTMP) is prefered
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