Senior Support Engineer, Instacart

• At least 5+ years of software support and solid networking experience
• Experience in configuration and troubleshooting 802.11 networks, enterprise auth/radius, firewalls, NAT/DHCP/DNS, VPN, tunneling solutions and ssh etc
• Be familiar with monitoring tools such as Datadog and packet analysis tools like Wireshark and Traceroute
• Experience in programming or scripting to automate/build etc (shell or Python preferred)
• Experience with Linux and Android OS (e.g., package managers, rooting, configuration, driver installation, log managers)
• Experience with enterprise communications and ticket management
• Strong sense of ownership and ability to lead and mentor
• Fast learner, and great problem-solving and analytical skills
• This role will require <15% travel in US & Canada and monthly on-call rotation

Desirable

• Create documentation of troubleshooting steps and instructions to ensure consistency, efficiency, and standardization within the company for future reference
• Collaborate with technicians and offer technical guidance to non-technical individuals using easily understandable language, to effectively resolve issues together
• Write scripts in a dynamic environment to achieve automation, be familiar with Git and similar version control systems to maintain a repository, and provide clear commit messages, and be proficient in using Bash commands to navigate a Linux environment without a GUI is necessary
• Use Jira for issue tracking, Confluence for documentation, and OpsGenie for tracking on-call coordination under an agile software development setting
• Navigate cloud computing platforms like GCP and AWS, and use or learn various services within these platforms, especially knowledge of monitoring and analyzing logs, and managing assets in storage service
• Set up and configure multiple VPN solutions to establish remote connections to our products and support our clients
• Use Android debug bridge (ADB) to identify root causes and troubleshoot errors reading through Android logs and provide technical advice to clients or colleagues
• Have experience testing RESTful API endpoints using tools like Postman or gRPC endpoints using Kreya, and should have some basic knowledge of both relational databases like PostgreSQL and non-relational databases like MongoDB
• Share technical expertise gained from on-the-ground operations with the engineering and QA teams to enhance their performance
• Escalate complex tickets to the engineering team, providing detailed steps to replicate the issue and document the resolution for future reference