Our New Teammate We’re looking for a customer-focused IT professional to support a fast-paced, mission-critical video operations environment. Our ideal Junior Systems Engineer combines operational troubleshooting with hands-on service delivery—supporting incidents, configuring Linux-based applications, deploying systems, and improving processes through automation. You take ownership of assigned work, follow established procedures, and collaborate with teammates to resolve issues and deliver reliable services. You communicate clearly with customers and internal stakeholders and seek guidance when needed. You’re committed to developing your technical skills and understanding the product code to improve troubleshooting. You can expect to spend your time accomplishing the following: • 65% of the time on Objective 1: Incident and Request Response • 20% of the time on Objective 2: Event Management • 10% of the time on Objective 3: Case Management • 5% of the time on Objective 4: Operational Management Job Responsibilities – What to Expect • Manage more complex incidents and request queues independently and take escalations from junior staff. • Lead troubleshooting calls with customers and coordinate effectively with vendors for repair and resolution. • Work to quickly restore services, meeting SLA targets. • Conduct post-incident reviews and create Problem tickets to support root cause analysis and long-term resolution. • Provide clear, consistent status updates to technical and non-technical audiences throughout an incident’s lifecycle. • Contribute to or perform scripting and automation tasks to speed resolution or reduce manual effort. • Act as an escalation point and lead the troubleshooting efforts for higher-priority incidents. • Review and assist with incident management for all active Video Platform incidents. • Evaluate and triage incoming alerts based on impact, urgency, and priority. • Investigate alerts thoroughly to identify outages and ensure appropriate tickets are created, categorized, and assigned. • Respond promptly and professionally to customer support calls, emails, and tickets. • Identify event patterns and proactively contribute to the creation of Problem tickets. • Proactively identify trends to reduce the number of incidents by using proactive problem management • Provide accurate, timely status updates to customers and internal stakeholders through case updates and direct communication. • Meet service-level agreement (SLA) targets for response, status updates, and resolution across all assigned cases. • Serve as a secondary point of escalation for junior technicians handling complex case communications. • Create, review, refine, and document standard operating procedures (SOPs) for recurring tasks and complex workflows. • Provide mentorship and technical guidance to junior staff and share knowledge with them. • Assist with onboarding and training new team members on tools, processes, and operational standards. • Participate in the Product Operations on-call rotation, handling routine issues independently and escalating complex issues appropriately. • Help manage the team’s workload during high-volume or critical operational periods, helping to ensure tickets are handled within defined SLAs. • Identify opportunities for operational improvement and recommend changes to management or the engineering team. • Utilize existing change control (CAB) process for low-risk changes Your Knowledge & Expertise • Bachelor’s degree from an accredited four-year university (Information Systems, Computer Science, or Engineering preferred), or an equivalent combination of education and experience. • 2-5 years of relevant experience • Currently holding RHCSA certification (RHCE is a plus). • Actively pursuing or holding ITIL® 4 Foundation certification. • 3-5 years of relevant experience in Linux system administration and troubleshooting. • 2-4 years of experience in an operations-focused role. • 2-3 years of scripting experience with Bash, Python, or similar languages. • Strong knowledge of monitoring and ticketing platforms. • Strong knowledge of Ansible, Git, or similar DevOps and automation tools. • 2-3 years of experience working with Ansible, Docker, Kubernetes, Git, Grafana, Splunk Benefits Included: • Medical Insurance • Vision Insurance • Dental Insurance • FSA Plan • Paid Time Off • 401K Retirement Savings Plan • Training & Tuition Assistance • Disability & Life Insurance