System Engineer, Customer Support

SUMMARY: The System Engineer (Customer Support Engineer) role is to ensure the stability, integrity, and efficient operation of client information systems that support core Fortna software functions. This is achieved by monitoring, maintaining, supporting, and optimizing all customer infrastructure systems and internal development environments. The System Engineer will apply proven communication, analytical, and problem-solving skills to help identify, communicate, and resolve issues to maximize client success. PRIMARY RESPONSIBILITIES INCLUDE • System Operations and Support: This role involves managing the day-to-day operations (24x7 escalation support on a rotating schedule) of software and systems, providing support for client incidents and requests, responding to alerts, and ensuring system stability and performance. It includes deploying new systems, following change management procedures, and adhering to service level objectives. • Proactive System Management: The job requires proactive management of systems, including applying patches and upgrades, optimizing performance and resources, and conducting audits for security and disaster recovery. It also involves maintaining data center equipment and ensuring system connectivity. • Collaboration and Documentation: Collaboration with cross-functional teams is essential to identify and resolve client system issues. Additionally, creating and maintaining documentation related to system configurations and service records is a key responsibility. This role also involves monitoring system performance and providing performance statistics and reports. • Sitting for extended periods of time (such as weekends, holidays, or extended shifts resulting from flexible scheduling and team rotation).

• 2 years’ work experience in an IT support or system engineering role. • Strong experience in Linux RHEL/OEL/CentOS administration • Proven experience with systems planning, security principles, and general infrastructure management best practices. • Strong experience with VMware or other virtualization experience. • Excellent English Communication • Experience with Kubernetes or other application development orchestration and containerization tools. • Experience with automation tools like Ansible and Terraform. • Experience with public cloud Virtual machine, networking, storage and container solutions and support. • Network topology and infrastructure expertise • Strong understanding of Virtual Private Networking and other remote access tools. • Working knowledge of server and workstation infrastructure. • Strong understanding of high availability protocols and architecture. • Working knowledge of storage area network and network attached storage systems. • Working knowledge of Unix compliant command line interfaces. • Ability to understand and diagnose client-server architecture. • Proficient with other open-source operating systems and applications. Education and Experience: • University degree in computer science or software engineering and/or 2 years equivalent work experience. • VMware certification (is a plus) • ITIL Foundations (is a plus) Other Qualifications Desired: • Excellent oral and written communication skills and the ability to clearly articulate to project members and stakeholders; must be a team player who works well with technical and non-technical resources. • Ability to work in a high-paced, highly dynamic environment. • Ability to conduct research into systems issues and products as required. • Proven analytical and creative problem-solving abilities. • Able to prioritize and execute tasks in a high-pressure environment. • Strong customer service orientation. • 40-hour hybrid (at least 3 days at office) work week with on-call availability for 10 days per month. Being a part of FORTNA, you are offered: • Competitive salary with annual review and performance bonus, extra salary for OT • 100% official salary during the probation period; 13th-month salary • Flexible working hours (5 working days/week), no check-in required. • Onsite opportunities in the US, UK • Bao Viet Premium health-care insurance for employee and 2 dependents. • Sponsored training and self-development opportunities (Java SE, PMP, CSM...) 10% paid working time per week for personal development (attending soft skill courses, reading books, working on side projects, self-teaching any new IT-related concepts) • Exciting company outings/events and team building activities. • Supportive, international, dynamic working environment and talented, culturally diverse teams • A large pantry full of snack, drink, and seasonal fresh fruit • Modern facilities with Laptop + 2 monitor Dell Ultrasharp Take the deal and let's explore many more benefits!