About Seventh State

At Seventh State, we are an innovative and expanding technology firm dedicated to delivering state-of-the-art messaging solutions tailored to a wide array of clients. Our expertise in RabbitMQ stands out, as we focus on enhancing the performance and stability of our customers’ critical systems. We cultivate a collaborative and creative work atmosphere where talented professionals can flourish and make a substantial impact.

If you have a passion for distributed systems, thrive on overcoming complex challenges, and are committed to providing outstanding customer experiences, Seventh State is where you belong.

The Opportunity

We are on the lookout for a driven and technically adept Support Engineer to join our outstanding team. In this vital position, you will serve as a primary point of contact for our clients, offering trusted advice and technical expertise for those utilizing RabbitMQ. Your efforts will be instrumental in ensuring the health, performance, and reliability of their messaging infrastructures. This role is a fantastic chance to apply your technical acumen, enhance your problem-solving skills, and contribute to the success of our esteemed customers. Collaborating with experienced consultants and engineers will allow you to expand your knowledge and make a meaningful difference.

Key Responsibilities

As a Support Engineer, you will engage in a variety of responsibilities that include direct customer assistance, proactive monitoring, knowledge sharing, and contributing to the wider technical community.

Customer Support Activities

• Timely and Effective Ticket Management: You will efficiently monitor and address customer support tickets, ensuring prompt communication and effective resolution of their technical queries and issues.

• Collaborative Troubleshooting through Customer Engagement: Engage actively in scheduled and impromptu calls with customers to gain insights into their challenges, provide real-time assistance, and collaboratively resolve complex technical dilemmas.

• Thorough Data Analysis and Recommendations: You will carry out comprehensive analysis of customer-supplied information, such as configuration details, logs, and usage trends, to accurately identify issues, generate meaningful insights, and offer actionable recommendations for improvements and preventive measures.

• Reliable After-Hours Support: Participate in an on-call rotation to provide essential support outside of regular working hours, including weekends, ensuring rapid response and continuous availability for urgent customer concerns.

• Proactive System Health Monitoring: Perform regular “mini health checks” on customer RabbitMQ installations to proactively identify potential issues and suggest improvements for enhanced performance and reliability.

• Ongoing Customer Communication: Build and maintain frequent communication with customers regarding the status of their RabbitMQ environments, conducting detailed reviews of configurations and logs to offer tailored advice and best practice strategies.

Additional Responsibilities

• Continuous Professional Development: Dedicate time to enhancing your knowledge of the latest features, updates, and best practices related to RabbitMQ and associated technologies.

• Collaboration with Consulting Team: Work alongside our Consulting team to provide technical assistance that supports their engagements, ensuring the smooth delivery of solutions to our clients.

• Knowledge Sharing Initiatives: Contribute to internal knowledge sharing by documenting solutions, crafting knowledge base articles, and participating in discussions to elevate the technical expertise across the organization.

• Content Creation and Community Participation: Seize opportunities to create engaging blog content that showcases your expertise and insights within the RabbitMQ community. You will also have the chance to represent Seventh State through presentations and active participation at industry events and meetups.

Your Technical Expertise

• Operations Experience: You bring experience managing production systems, responding effectively to incidents, and implementing best practices. Your background includes monitoring, logging, and incident management, along with hands-on experience in deployment, configuration, and troubleshooting within live environments.

• Messaging System Familiarity: You possess a solid understanding of distributed systems utilizing messaging solutions (e.g., RabbitMQ, Kafka, Pulsar, etc.), with a focus on RabbitMQ, where you will deepen your knowledge.

• Coding Skills: You have proficiency in at least one programming language, and while familiarity with Erlang is desirable due to its relevance to RabbitMQ, it is not mandatory. You also have a good grasp of other programming languages commonly associated with messaging systems.

• IT Fundamentals: Your foundational knowledge encompasses essential networking principles (TCP/IP, DNS, firewalls, load balancers, etc.), operating systems (including Windows and Linux server environments), and core programming concepts.

• Linux Proficiency: You are comfortable operating within Linux environments, including file navigation and utilizing command-line tools for basic administration and log analysis.

Your Soft Skills

• Analytical Problem Solver: You possess strong analytical capabilities, adept at effectively gathering, organizing, and interpreting technical information from diverse sources. You excel at deriving meaningful insights from complex data and identifying root causes to make informed decisions for effective solutions.

• Methodical Approach: Your systematic and methodical framework for problem-solving ensures thorough investigations, accurate diagnoses, and well-documented results.

• Excellent Communicator: You demonstrate strong written and verbal communication skills, enabling you to convey technical information clearly and concisely to both technical and non-technical audiences, effectively addressing customers with varied expertise levels.

• Professional and Customer-Focused: You maintain high professionalism and composure under pressure, embracing a customer-centric mindset and expertly managing customer expectations for a positive support experience.

Bonus Points

• Cloud Experience: Familiarity with major cloud platforms such as AWS, Azure, or GCP will be a significant advantage.

• Advanced Linux Skills: Knowledge of advanced Linux administration functions, including package management, service configuration, performance monitoring, and basic scripting, will enhance your profile.

• Containerization Knowledge: Experience with containerization tools like Docker and Kubernetes is highly regarded.