Principal Support Engineer

at Puppet, Inc. Remote, North America

Hi, I'm Claire Hernandez, Senior Director of Customer Support at Puppet

I'm looking for a Principal Support Engineer to join the Customer Support team. The principal support engineer is a technical and customer relationship leader within the team.  They provide technical expertise, team mentoring and cross functional guidance as it pertains to the customer use/experience with Puppet products. Principal engineers perform a variety of functions on the team including working inbound support tickets, liaising with product and guiding and building tools and other solutions to support the team and customer.

Duties and Responsibilities:  

Contribute a highly skilled level of technical expertise to the support team and others.

Act as a role model and mentor to the team re: service, skills and standards.

Provide communication to internal and external audiences if there is a critical issue that requires a high level of expertise or visibility.

Principal engineers are expected to partner with R&D to provide feedback and recommendations to enhance the customer experience with the Puppet suite of products.

Be flexible with work assignments that vary in nature from working normal and escalated tickets in the support queue to providing direction and counsel to engineering and product on the products.

This is a position that requires participation in the Principal On-Call rotation in the support team.

Knowledge, Skills and Abilities: 

Expert at troubleshooting and debugging the classifications listed below.  This includes the ability to build tools, environments and test cases for complex customer situations by not just using your skills, but by leveraging the resources throughout the company as partners.   

Fluent in Puppet language.

 UNIX/Linux: Filesystems. Performance monitoring. Advanced system debugging (strace, systemtap, dtrace, etc.). Installation, kickstarting and virtualization.

  - Windows:

  - LDAP/ActiveDirectory: 

  - Network debugging. Knowledge of protocols such as TCP, IP and TLS. Firewall and network device Configuration. 

  - Java. JVM debugging and performance monitoring/tuning. Heap dump analysis. 

  - C++. Debugging and performance monitoring. gdb, gprof, gcc, clang. Knowledge of important libraries such as Boost and OpenSSL.

  - Ruby. Debugging and performance monitoring/tuning. Debugging tools. Important libraries such as Net::HTTP and OpenSSL.

  - Front End - Debugging and tuning Web applications. JavaScript. WebKit developer tools. 

  - Puppet. Knowledge of Puppet codebase and internal flow of data. Facter. Hiera. MCollective. Debugging, tuning and plugins. Module authoring and best practices.

Minimum Qualifications: 

Bachelors or Masters degree and 7+ years of experience or equivalent combination of education and experience.

 

We are hiring at various experience levels and we’re particularly interested in having a diverse team with a broad set of skills and viewpoints. If this seems like your dream job, but you’re not sure if you qualify, apply anyway!

*Visa Sponsorship

Please note, this position is not eligible for visa sponsorship.

About Puppet

Puppet’s core mission is to eliminate soul crushing work. We created the industry standard for managing infrastructure as code. And we didn’t stop there—our product portfolio has grown to help organizations automate across their entire software delivery lifecycle. With more than two-thirds of Fortune 100 companies using Puppet’s open source or commercial products, our code is helping power thousands of organizations across the world.

As the industry leader in DevOps solutions, we realize that our success is a collective effort; all made possible by the incredible people working here, our customers, partners, and Puppet community. Our culture is built on positivity, diversity, inclusivity and support—and we seek people who are resilient, entrepreneurial-minded, team players who continually strive to be incrementally better every single day. In our work together we aim to be curious, accountable, empathetic and, above all, collaborative. If this sounds like the environment you’d thrive in, why not say hello?

Learn more about Puppet by checking out the values we live by and the awesome benefits and perks we offer employees!

Puppet is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, ancestry, age, veteran status, disability, or any other protected class.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact +1-877-575-9775 for assistance.

 

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PM16

An equal opportunity employer

Puppet is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, ancestry, age, veteran status, disability, or any other protected class.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact 877-575-9775 for assistance.

Staffing agencies: We do not accept unsolicited resumes. If you are not an approved Recruiting Partner and have not been approved to submit candidates for specific positions, we will not accept your submission. If you submit anyway, we will consider it a gift, free of charge! If you are interested in becoming an approved Recruiting Partner, please call us at 877-575-9775.

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