Description :

About the job :

The Associate Staff Engineer for Cloud Operations will play a critical role in managing complex field issues from global support and development teams.

This professional will utilize strategic analysis, independent judgment, craftsmanship, and team collaboration to handle intricate Shure Cloud /device/third-party interaction issues.

The role requires in-depth evaluation of backend data, rapid decision-making, and high-accuracy assessments to ensure efficient resolution of critical alert tickets and establish robust customer support SLAs with low Mean Time to Recovery (MTTR) and Mean Time to Detection (MTTD).

Responsibilities :

- Develop and establish seamless escalation processes for monitoring and triaging within Cloud Operations, ensuring efficient resolution of critical issues and effective communication across global support and development teams.

- Architect, recommend, and implement automation frameworks and solutions to support monitoring processes and improve system performance across multiple product lines.

- Conduct in-depth analysis and rapid decision-making using independent judgment in methods, techniques, and evaluation criteria to identify and resolve complex issues.

- Perform high-accuracy assessments to ensure major and critical alert tickets are addressed efficiently.

- Influence the shaping of future cloud monitoring practices by contributing to strategies and frameworks used across various products or systems.

- Collaborate with cross-functional teams to design, develop, and implement effective monitoring and triaging processes.

- Identify, analyze, and resolve software and system issues to maintain operational excellence.

- Perform additional duties as assigned.

Qualifications :

Education : Bachelor's degree in Computer Science, Electrical Engineering, Computer Engineering, or related disciplines (1 year of college equals 2 years of experience).

Experience : Minimum of 8 years of experience in systems development, cloud operations, and testing of software products.

Skills :

- Professional expertise in cloud operations and systems development.

- Ability to tackle problems of diverse scope that require in-depth analysis of complex systems.

- Demonstrates sound judgment in selecting methods and techniques for obtaining solutions in challenging and varied assignments.

- Proficiency with programming languages such as C, C++, Python, JavaScript, HTML, SQL, and other scripting languages.

- Proven experience in automation strategies and scripting to advance product development