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Support Engineer ll

| Greater LA Area

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

 

Job Summary: The Support Engineer (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 to all triggered alerts. Additionally the SE will assist the DevOps and Infrastructure teams in day-to-day administrative tasks and projects.

 

Job Expectations:

  • 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 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:

   Required:      

  • Experience developing & implementing automation through webhooks and apis
  • Proficiency with scripting languages such as python, javascript, bash or powershell
  • Proficiency troubleshooting Windows, Linux and Kubernetes based infrastructure and applications
  • Proficiency managing monitoring solutions such as Datadog, PRTG, Prometheus or Nagios
  • Experience with Continuous Integration & Deployment tools such as Jenkins, Harness, TeamCity
  • Experience leading incident response and management
  • Experience with on premises infrastructure management (Bare Metal, Virtualization)
  • Experience with cloud based infrastructure management (AWS, GCP, Azure & Alibaba)
  • 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 multi-task
  • Excellent verbal, written and  communication skills
  • Ability to work independently & accurately in a fast paced work environment

 

Experience Requirements:

Generally requires a minimum of 1-2 years of experience in a technology support role or equivalent experience

 

Education Requirements:

Bachelor’s Degree required. A focus in Computer Science(s) & technical certifications are a plus. 

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • JavascriptLanguages
    • SqlLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • ReduxLibraries
    • Twitter BootstrapLibraries
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • SparkFrameworks
    • CassandraDatabases
    • Maria DBDatabases
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • OptimizelyAnalytics
    • BalsamiqDesign
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • UXPinDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • Microsoft ProjectManagement
    • SmartsheetManagement
    • ZendeskCRM
    • IterableCRM
    • IterableEmail
    • Google AnalyticsLead Gen
    • Google Data StudioLead Gen
    • TableauLead Gen

Location

Pasadena is known for it's charm and sophistication with the best night life, restaurants and bars this side of L.A! - Technology roles in Irvine, CA

An Insider's view of iHerb LLC.

What's something quirky about your company?

“Everyone is really different, nice and cool to be around. People are comfortable to be themselves, which is not common.”

Christopher

Junior Software Developer I

What's the biggest problem your team is solving?

“Most of the challenges stem from the extreme growth of the company in addition to keeping up with the technological advances in the market. We migrate and change quickly to adapt, which is the fun part because we are continuously learning.”

Alina

Senior Software Developer I

How does the company support your career growth?

"Everyone here is so brilliant. The teams are open and receptive to questions and work with you by providing constructive feedback, in addition to the camaraderie that supports consistent learning and development."

Kristine

Junior Software Developer I

How do you empower your team to be more creative?

"More so than empowering individuals, you have to hire the right people, trust them and let them do what they are good at.”

Alireza

Director of Software Development & Platform

What's the biggest problem your team is solving?

"The problem my team is currently solving is how to integrate robots into the warehouse. iHerb recently brought on a new team of engineers to design the robots and my team will be interfacing with them. This will involve a range of sub-problems from path finding for robot navigation to dynamic location management."

Ian

Software Developer II

What are iHerb LLC. Perks + Benefits

iHerb LLC. Benefits Overview

Perks include snack and beverage stations, on-site gym's, video arcade rooms, sand volleyball court, team happy hour and networking events and etc...iHerb is dedicated to providing comprehensive medical, dental and vision plans by contributing 75% or more of the monthly costs associated, regardless of one's level of coverage.

Culture
Volunteer in local community
iHerb is committed to helping great causes here at home and around the world. We partners with organizations like the Boys and Girls Club, Susan G Komen, Ronald McDonald House, Exceed, etc...
Partners with Nonprofits
Worldwide, we’ve donated over $5 million. iHerb facilitates two schools in Cambodia in addition to supporting the Cambodian Children's Fund and New Hope Cambodia in support of children's education.
Friends outside of work
Eat lunch together
Intracompany committees
iHerb's iFit and iFocus teams are dedicated to organizing company events in addition to creating wellness programs and initiatives. The overall health and wellness of our team members is priority!
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
iHerb Team Members can contribute up to $2700 annually to their FSA.
Disability Insurance
iHerb provides both short and long term disability coverage for it's Team Members.
Dental Benefits
iHerb provides both a DHMO and PPO thru Cigna Dental
Vision Benefits
Health Insurance Benefits
iHerb contributes 75% or more to the monthly costs associated with health plans ranging from Blue Shield's HMO, HMO+, PPO and HDHP.
Life Insurance
iHerb provides all full-time Team Members with a 100% company-paid $50,000.00 life/AD&D policy. In addition, Team Members have the option to elect additional life/AD&D coverage plans.
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Retirement & Stock Options Benefits
401(K)
401(K) Matching
iHerb contributes a 100% match up to 4% of the Team Member's election. This is a "Safe Harbor" plan, absent from a vesting period , therefore the money that iHerb contributes is yours from day one.
Company Equity
iHerb provides a generous Profit Sharing and Phantom Unit Plan that provides equity to employees based on a minimal vesting period.
Performance Bonus
iHerb's annual discretionary bonus program is generous to say to say the least! Bonus plans are aligned with the individual and overall success of the company and Team Member.
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Acme Co. employees receive between 15 and 20 days per year of paid time off based on years of service.
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Game Room
Stocked Kitchen
Happy Hours
Happy hours are hosted On occasion .
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Our tuition reimbursement plan offers an annual max of $5250 with a maximum total match of $5250.
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
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