The Support Engineer II (SE) will proactively monitor and administer all monitoring systems ensuring application uptime and system availability to the business. SE will provide Tier I engineering support to all iHerb internal teams including DevOps, Systems, Network, Database and Development. SE is responsible for responding to, investigating, resolving and/or assisting in the resolution of all triggered alerts. Additionally, the SE will assist the DevOps and Infrastructure teams in day-to-day administrative tasks and projects.
Must work one weekend day.
Develop solutions to problems through automation & scripting
Serve as a project implementation owner for the team
Provide technical support, training and mentorship to junior team members
Provide First & Second Tier Engineering and Administrative support for day-to-day operations to proprietary applications, networking, systems and other various business functions.
Serve as initial responder to incidents to troubleshoot and resolve application & system issues adhering to ITIL standards
Track and manage incident tickets following ITIL standards
Monitor all production infrastructure and applications according to standardized processes
Manage day-to-day ticket queue, adhering to ITIL change and incident management processes.
Create and maintain documentation for functional areas of responsibility including SOPs, Runbooks and Incident Reports
Maintain and improve current application, system monitoring and logging solutions
Knowledge, Skills and Abilities:
Experience leading incident response and management
Experience with monitoring solutions such as Datadog, Site 24/7, Prometheus (Preferred) or Splunk
Experience troubleshooting Windows, Linux and Kubernetes based infrastructure and applications
High level understanding of Continuous Integration & Deployment concepts
Experience with on premises infrastructure management (Bare Metal, Virtualization)
Experience with cloud based infrastructure management (AWS, GCP, & Azure)
Working knowledge of basic network protocols & troubleshooting experience including but not limited to DHCP, DNS, FTP/S, SMTP, HTTP/S, Telnet, NTP and SSH
High Level understanding of system & application monitoring best practices
Must be able read, write and speak fluent English
Ability to communicate technical information to technical and non-technical personnel
High degree of accuracy and attention to detail
Excellent organization skills and ability to multitask
Excellent verbal, written and communication skills
Ability to work independently & accurately in a fast paced work environment
Requires a minimum of 1-2 years of experience in a technology support role or equivalent experience
A Bachelor’s Degree is required. A focus in Computer Science(s) & technical certifications are a plus
iHerb is a leading global e-commerce retailer with an emphasis on providing an exceptional selection of nutritional and wellness products for the past 25 years. With over 30,000 products shipped to over 180 countries, we provide the best overall value for natural products through an innovative and efficient supply chain process.
Our teams have a strong sense of commitment and pride in their work, which has allowed us to grow, even during the recent pandemic. At iHerb, our purpose is to empower people to enhance their health, happiness, and well-being — that starts with valuing our team members by providing a positive work environment with competitive benefits. Our five shared values unite our team members across the globe and provide a stable foundation. These values speak to who we are, the culture we’re building, and how every single team member contributes to our larger company vision.
iHerb's Shared Values
Focus on the Customer · Empower Our People · Be Entrepreneurial & Pivot Quickly · Embrace Diversity & Inclusion · Strive for Simplicity
At iHerb, we are dedicated to offering programs designed to help our employees and their families stay healthy, live well and plan for the financial future. Built on a strong foundation, our programs provide options and upgrades with flexibility, protection, and security in mind. Below is a snapshot of the benefits we offer our team members. For a more comprehensive listing, visit www.iHerbBenefits.com.
- Medical Care: Starting in 2021, iHerb covers 100% of the associated cost for medical benefits
- Dental and Vision benefits
- Safe Harbor 401(k) + company match (100% of the first 6% of the employee’s contribution)
- Company-paid Term Life Insurance
- Short and Long Term Disability
- Flexible Spending Account (for qualifying expenses)
- Pet Insurance
- Voluntary Supplemental Benefits
- Education Reimbursement Programs
- Professional Development and Job Training
- Wellness Programs with opportunity to earn up to $300 per year
We strive for innovation, targeted at delivering a customer-centric experience while transforming the online shopping experience. We change direction and define ourselves in the idea that individually we are incredible but united our growth is infinite and paramount to our success. iHerb strives to be the global industry leader!
iHerb is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. iHerb provides equal employment opportunities to all applicants for employment and prohibits discrimination and harassment.