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Product Support Engineer

  • LocationTorrance, CA 90501 - United States
  • Work TypeFull time
  • Positions1 Position
  • Job no: 42731
  • Category: IT

Sunrider is seeking a motivated Production Support Engineer to join the Technology department. This position will be responsible for implementing monitoring & alerting solutions, overseeing the incident response plan, and implementing various other technical solutions for customer-facing web applications. The primary role is to provide solutions to test infrastructure availability & application performance, oversee incidents, handle related communication with employees, Tech staff, and vendors, and deliver improvements that increase overall uptime. A driven candidate with a can-do attitude would have an opportunity to grow their knowledge of enterprise technology systems. Essential Duties and Responsibilities: Use various internal tools (system monitors, centralized logging) to monitor infrastructure and provide relevant information and actions when alerts are triggered (ensuring alerts are timely, include relevant info, etc.). Configure application performance monitoring to test the availability and performance of customer-facing web-based applications, providing alerts with relevant information. Utilize synthetic testing like scripted browser tests, work with Developers & Engineers to improve in-app error-handling, reactive scripts, etc. Build and maintain runbooks to document the steps to be taken to resolve alerts Create a communications process for sharing information about system events and problems See outages through to resolution, tracking timelines and conducting root cause analysis Research anomalies to reduce potential future outages, security incidents Examine potential security events, assist with vulnerability scanning and remediation Facilitate/manage change control, incident response, and various Tech Ops / Sec Ops processes Follow company policies and protocols in the fulfillment of job assignments Qualification : To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Education and/or Experience Experience in process management & execution, especially incident management Minimum 5 years in technical operations (IT Ops, NOC, Sec Ops, Helpdesk, etc.) Relevant technology certifications or degree Skills and Abilities Exceptional attention to detail; strong organizational skills; must love a good process Ability to meet accepted deadlines; must be able to deliver results on time Experience troubleshooting networked systems Ability to illustrate experience in scripting (necessary for testing and reacting) Be eager accept challenging situations from unfamiliar technology without giving up; have a desire to solve problems; a ‘can do’ attitude is a must. Customer-focused with excellent written and verbal skills Ability to pivot; work in a fast-paced dynamic environment PowerShell, Selenium, Python, or other scripting experience Excel at making the workload visible: ticket queues, documentation, etc. Approachable, ability to be a team player and to build relationships with all types of people High degree of integrity; able to handle confidential information with absolute discretion Ability to work independently as well as in a team environment Must be able to read, write, and analyze various business/technical documents written in English Must be able to present information and respond to questions in multicultural settings Hours 8:00 AM to 5:00 PM, Monday to Friday with some flexibility. Requires some after-hours work (scheduled and unscheduled); hours may vary based on workload, outages, and assignments. LA metro area: Works from home Mon & Fri, onsite Tues-Thur. DFW metroplex: Works from home with infrequent onsite work at our Dallas-area manufacturing facility. Physical Demands May need to lift and carry objects weighing up to 50 pounds. The employee will need to sit, stand, walk, stoop, kneel, crouch, and crawl. Employee will use hands to finger, handle, or feel; reach with hands and arms; talk; and listen. This job also requires the employee to use close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Benefits: Medical, dental, vision and life insurance 401K with generous company match About Sunrider International Sunrider International is a worldwide company that manufactures and sells high-quality nutritional supplements, fitness and weight-loss supplements, and household and beauty products. Sunrider is a family-owned business with 40 years of stability and proven success. It conducts business in nearly 50 countries with thousands of franchise stores around the world.