Senior Support Engineer

Arkose Labs is seeking a Senior Support Engineer to ensure the smooth operation of its live production environment. The ideal candidate will monitor, maintain, and optimize system performance to deliver a reliable experience to customers. This role involves quickly identifying and resolving issues to minimize downtime and maximize customer satisfaction. Arkose Labs is recognized as a leader in bot detection and mitigation, offering warranties for credential stuffing and SMS toll fraud, and protecting enterprises from cybercrime and abuse.

What this role involves:

• Monitoring the live production environment for potential issues.
• Responding to system alerts, incidents, or outages promptly.
• Collaborating with cross-functional teams to troubleshoot complex issues.
• Serving as the central point of contact for incidents, providing updates to stakeholders.
• Preparing and delivering incident reports to customers.
• Developing and maintaining automation scripts and monitoring dashboards.
• Implementing proactive monitoring and alerting mechanisms.
• Participating in an on-call rotation for 24/7 support.

Requirements:

• Bachelor's degree in Computer Science, IT, or related field (or equivalent experience).
• Experience as a Live Site Engineer, SRE, or similar role.
• Strong knowledge of Linux/Unix systems, networking, and web technologies.
• Proficiency in scripting languages (Python, Bash) for automation.
• Experience with monitoring and alerting tools (Nagios, Splunk, Datadog, Prometheus, Grafana).
• Familiarity with cloud platforms (AWS, Azure, Google Cloud) and containerization (Docker, Kubernetes).
• Excellent problem-solving and communication skills.

Arkose Labs offers:

• Competitive salary and equity.
• Robust benefits package.
• Provident Fund and Accident Insurance.
• Flexible working hours and work from home days.