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THIS POSITION IS BASED FULL-TIME IN ATLANTA, GEORGIA. NO RELOCATION PACKAGE PROVIDED.

Kobiton is a mobile device testing platform for quality-obsessed customers. Our fleet of real devices and flexible deployment options help QA and development teams create the perfect mobile experiences for their end users. At Kobiton, we understand how important customer experience is to brand perception and want nothing more than to help companies reduce app abandonment and accelerate delivery while increasing the joy users experience with their products.

Kobiton ranked the 18th Fastest-Growing Company in North America on the 2022 Deloitte Technology Fast 500™.

We care about our customers, and we care about YOU. As one of Atlanta's "Best & Brightest," we're focused on cultivating positive experiences for our customers and employees.

What You'll Do:
Kobiton is on the hunt for a SaaS Backend Engineer to ensure our clients have the right resources at the right time. This position reports to our Manager of Data Center Operations and is located in Atlanta. This role requires you to be in our Data Center 4 out of 5 days a week. You must already live in Atlanta, Georgia, as no relocation package will be offered.

Responsibilities:

• Provide advanced technical support and troubleshooting for all customers hosted in the data center
• Monitor and respond to support tickets through Zendesk in a timely manner
• Meet customer responsiveness Service Level Agreements (SLAs) on tickets
• Fill out each ticket with necessary communication such as regular updates, troubleshooting steps, screenshots, logs, and ultimate root cause
• Develop, read, follow, and update documentation like how-to articles, data center space, topology, power, cabling, FAQs, troubleshooting guides, policies and procedures, inventory management, and security protocols
• Coordinate with vendors and internal projects teams to ensure effective completion
• Identify skills gaps with the rest of the technician team and cross-train where needed
• Provide leadership for day-to-day operations of the data center technicians, such as guiding them on how they can investigate and resolve issues
• Work with leadership to identify strategic projects and build implementation plans and procedures to minimize customer impact and ensure timely delivery
• Identify and implement tools that can improve customer experience and drive a more efficient data center operation
• Review and influence new evolving design, architecture and standards for delivering solutions
• Partner with the Engineering Ops team to lead efforts in the deployment, maintenance, and support of data center infrastructure
• Work with the Kobiton product and engineering team to identify product enhancements that can benefit the data center operations team
• Facilitate escalations with the Kobiton product and engineering team
• Troubleshoot more complex problems such as network connectivity, software issues, hardware issues, performance, or misconfiguration
• Follow our data center guidelines and procedures such as inventory management
• Communicate customer issues, possible risks and escalations to management, data center team and account managers
• Responsible for accurate asset tracking for Data Center operations
• Work with our inventory team to assist and advise on inbound and outbound shipments of hardware, peripherals, servers, devices, and general data center equipment
• participate in datacenter expansion plans

Requirements:

• Must work at least 50% of the time in the Atlanta data center in Midtown
• Ability to work flexible shifts as needed for coverage and project completion
• Experience with handling customer-facing technical issues
• Well-organized with great communication skills
• Must pass a background check
• Ability to partner with people and teams to overcome complex challenges
• Familiarity with Android and iOS devices
• Experience with Linux, MacOS, and mobile operating systems, including working with the command line and examining log files
• Proficient in troubleshooting and diagnosing computer, server, and network hardware
• Experience working within a data center and remote (VNC) environment

Standout Qualifications:

• Bachelor’s degree
• Experience with Kobiton products, such as the Server, Devices, and Mac Mini systems
• Experience with development, systems administration, or scripting

• Join a team that is impacting the everchanging and growing mobile industry
• Work with an extraordinary and diverse global workforce
• Collaborate at a great office located in the 1776 building between Buckhead and Midtown
• Continue to grow by participating in company-sponsored training and development opportunities through our Growbiton program
• Enjoy Self-Managed (sometimes referred to as unlimited) Paid Time Off (PTO)
• Take advantage of our 100% company-paid Medical, Dental, & Vision insurance for you and your family
• Receive monthly mobile phone and Wi-Fi reimbursement
• Contribute to a 401(k) retirement plan
• Any employee expecting can take part in our Paid Parental Leave program
• Access coffee and food at Bellwood Coffee Shop and fitness center in the 1776 office for FREE
• Enjoy concerts and Hawks games at the State Farm Arena with our company Social Club tickets
• Take advantage of learning more about Kobiton and your awesome team member through our quarterly in-person and virtual employee events from All Hands Meetings, Team Outing, and Happy Hours

Kobiton is proud to be an equal opportunity employer. We care about our people and celebrate our differences. We want to work with talented, collaborative, and innovative people. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other characteristics protected by law.