Support Engineer II - job 2 of 2

Shift: Tuesday - Saturday: 1:00 PM - 10:00 PM PST (Remote)Job Summary:The Support Engineer (SE) will proactively monitor and administer all monitoring systems ensuring application uptime and system availability to the business. SE will provide Tier I engineering support to all iHerb internal teams including DevOps, Systems, Network, Database and Development. SE is responsible for responding to, investigating, resolving and/or assisting in the resolution of to all triggered alerts. Additionally the SE will assist the DevOps and Infrastructure teams in day-to-day administrative tasks and projects.Job Expectations:• Develop solutions to problems through automation & scripting• Serve as a project implementation owner for the team• Provide technical support, training and mentorship to junior team members• Provide Second Tier Engineering and Administrative support for day-to-day operations to proprietary applications, networking, systems and other various business functions.• Serve as initial responder to incidents to troubleshoot and resolve application & system issues adhering to ITIL standards• Track and manage incident tickets following ITIL standards• Monitor all production infrastructure and applications according to standardized processes• Manage day-to-day ticket queue, adhering to ITIL change and incident management processes.• Create and maintain documentation for functional areas of responsibility including SOPs, Runbooks and Incident Reports• Maintain and improve current application, system monitoring and logging solutionsThe duties and responsibilities described above may provide only a partial description of this position. This is not an exhaustive list of all aspects of the job. Other duties and responsibilities not outlined in this document may be added as necessary or desirable, with or without notice.Knowledge, Skills and Abilities:Required:• Experience developing & implementing automation through webhooks and apis• Proficiency with scripting languages such as python, javascript, bash or powershell• Proficiency troubleshooting Windows, Linux and Kubernetes based infrastructure and applications• Proficiency managing monitoring solutions such as Datadog, PRTG, Prometheus or Nagios• Experience with Continuous Integration & Deployment tools such as Jenkins, Harness, TeamCity• Experience leading incident response and management• Experience with on premises infrastructure management (Bare Metal, Virtualization)• Experience with cloud based infrastructure management (AWS, GCP, Azure & Alibaba)• Working knowledge of basic network protocols & troubleshooting experience including but not limited to DHCP, DNS, FTP/S, SMTP, HTTP/S, Telnet, NTP and SSH• High Level understanding of system & application monitoring best practices• Must be able read, write and speak fluent English• Ability to communicate technical information to technical and non-technical personnel• High degree of accuracy and attention to detail• Excellent organization skills and ability to multitask• Excellent verbal, written and communication skills• Ability to work independently & accurately in a fast paced work environmentExperience Requirements:Generally requires a minimum of 1-2 years of experience in a technology support role or equivalent experienceEducation Requirements:Bachelor’s Degree required. A focus in Computer Science(s) & technical certifications are a plus.Judgment/Reasoning Ability:Able to identify, troubleshoot and resolve problems quickly using sound judgment, poise and diplomacy. Ability to use judgment and reasoning skills, and determine when to escalate issues, as required, in a timely manner.Physical Demands:The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. While performing the duties of this job, the Team Member is regularly required to talk and hear. The Team Member is frequently required to sit, walk, climb stairs, use hands and fingers, bend, stoop and reach with hands and arms. Reaching above shoulder heights, below the waist or lifting as required to file documents or store materials throughout the workday. The Team Member may occasionally lift or move office products and supplies up to 25 pounds. Proper lifting techniques required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Work Environment:The noise in the work environment is usually moderate. Other factors are:• Hectic, fast-paced with multi-level distractions• A professional, yet casual work environment• Office environment• Ability to work extended hours as required#LI-JC1The anticipated pay scale for this position can be found below, however the pay range applicable to you may vary by geographic location based on where the job is located or where you work. The final pay offered to a successful candidate will be dependent on several factors that may include but are not limited to the type and years of experience within the job, the type of years and experience within the industry, education, etc. iHerb, LLC is a multi-state employer and this pay scale may not reflect positions that work in other states or locations.Employees (and their families) that meet eligibility criteria as outlined in applicable plan documents are eligible to participate in our medical, dental, vision, and basic life insurance programs and may enroll in our company’s 401(k) plan. Employees will also be eligible for Time Off and Paid Sick Leave pursuant to the company’s policies. Employees will enjoy paid holidays throughout the calendar year. Eligibility requirements for these benefits will be controlled by applicable plan documents.Hired applicant may be awarded Restrict Stock Units and receive annual bonuses pursuant to eligibility and performance criteria defined in the respective plan documents and policies.For more information on iHerb benefits, visit us at iHerbBenefits.com.Anticipated Pay Scale:$41—$84 USDStaffing Agency Submission NoticeiHerb does not accept unsolicited 3rd party ("Agency") candidates. If you are an Agency, please send any requests to be considered as a supplier in our Vendor Management System to staffingvendors@iherb.com. Do not contact iHerb employees directly. If requested to work on a role, any Agency candidates would be presented through the internal recruiting organization.About iHerbiHerb is on a mission to make health and wellness accessible to all. We offer Earth’s best-curated selection of health and wellness products, at the best possible value, delivered with the most convenient experience.We’re the world’s largest eCommerce platform dedicated to vitamins, minerals, and supplements, and other health and wellness products. For more than 25 years, we’ve been making it simple for people all over the world to purchase the highest quality products. From supplements to skincare to grocery items, we ship over 50,000 products, from over 1,800 brands direct to our customers in 180+ countries.Our vision is to become the #1 destination for health and wellness across the world.With a passion for wellness and a mind for innovative solutions, iHerb team members share a vision for a healthier world that drives them each day. Our 5 Shared Values unite our global team:Focus on the Customer · Empower Our People · Be Entrepreneurial & Pivot Quickly ·Embrace Diversity & Inclusion · Strive for SimplicityiHerb BenefitsAt iHerb, we are dedicated to offering programs designed to help our employees and their families stay healthy, live well, and plan for their financial future. Built on a strong foundation, our programs provide options and upgrades with flexibility, protection, and security in mind. For the comprehensive benefits list, visit www.iHerbBenefits.com. For our international team members, you may be eligible for benefits depending on the country where you are employed. The Talent Acquisition Partner/local HR representative will go over the benefits you are eligible for.iHerb is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. iHerb provides equal employment opportunities to all applicants for employment and prohibits discrimination and harassment.