Service Support Engineer - Download.com

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Ref#: 29428
CBS Business Unit: CBS Interactive
Job Type: Full-Time Staff
Job Location: Louisville, KY, US

About Us:

CBS Interactive is the premier online content network for information and online operations of CBS Corporation as well as some of the top native digital brands in the entertainment industry. Our brands dive deep into the things people care about across entertainment, technology, news, games, business and sports. With over 1 billion users visiting our properties every quarter, we are a global top 10 web property and one of the largest premium content networks online. 

Check us out on The Muse to get an inside look into #LifeAtCBSi through employee testimonials, office photos and company updates.

Description:
Division Overview:
Based in New York, San Francisco, Los Angeles and Louisville, Kentucky, our small, but enthusiastic, media brand teams work within the portfolio of CBS Interactive to deliver highly engaging and innovative consumer facing products across the landscape of digital platforms including Desktop, Mobile, and Connected Devices.  Our diverse blend includes TVGuide, Download, Chowhound, Metacritic, TV.com, Metrolyrics and Last.fm.

Role Details:
As a Service Support Engineer you will be responsible for monitoring the stability and health of our production systems in support of media brand sites, mobile apps, connected devices, responsive publishing platforms and third-party syndication/integration efforts. This role will help ensure that our systems are healthy and will proactively manage communication with multiple internal stakeholder groups when problems are detected. 
 
This role requires a combination of strong collaboration, analysis, and troubleshooting skills.  This person will be expected to be a first responder to any issues that might impact business stakeholders due to software deployments or unexpected operational issues.  As a first responder, you will be working against and writing new technical runbooks to attempt to resolve the issue internally.  At the same time, you will be delivering regular and high quality stakeholder communication about the issue and the efforts involved in resolving it.  Once an issue has been closed, you will be expected to partner with internal groups to identify a detailed root cause and impact analysis.

Your Day-to-Day: 
  • Actively monitor and help improve internal monitoring dashboards, visualizations, and alerting mechanisms for all production applications and supporting environments.
  • Take responsibility for all production affecting issues by logging and responding to technical support cases in a help-desk ticketing system.
  • Be accountable for multiple SLAs governing customer response and issue communication.
  • Execute and help develop new production run-books which outline common resolution actions to be taken when specific issues are encountered.
  • Participate in an on-call schedule to cover support incidents which occur outside of normal business hours.
  • Document and communicate root cause and impact analysis post issue resolution within published department SLAs.
  • Escalate issues which cannot be directly addressed to the appropriate engineering group and manage the corresponding customer communication.
  • Partner with multiple internal groups to develop the strong working relationships needed to implement all the above.

Key Projects:
  • Implement monitoring instrumentation to expand our ability to report against software performance metrics.
  • Invent and implement new ways to reduce time between failures.
  • Produce in-depth analysis and make recommendations for improving site performance.
Qualifications:
What you bring to the team:
You have--
  • BS in Computer Science/Engineering or equivalent experience
  • 1-3 years in a software related support role which requires managing customer interactions.
  • Experience with help desk ticketing systems as well as development ticketing tools such as JIRA. 
  • Experience in production support for consumer facing web based applications.
  • Strong analytical skills needed to write highly detailed root cause and impact analysis documentation at the conclusion of any production impacting issue.
  • The ability to remain calm under pressure.
  • Excellent written and verbal communication skills.
  • Excellent troubleshooting skills.

You might have:
  • Experience with monitoring tools and the relevant knowledge needed to grow our ability to detect problems before they are reported by our customers.
  • Experience with writing technical documentation within an internal Wiki.
  • General knowledge of server operating systems, databases, application programming frameworks, and other systems used to operate a modern application ecosystem.
  • An understanding of cost analysis as it pertains to modeling business impact due to a customer facing outage.

CBS Interactive is an Equal Opportunity Employer. CBS Interactive provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, or status as a veteran. CBS Interactive complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.

EEO Statement:
Equal Opportunity Employer Minorities/Women/Veterans/Disabled
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