Platform Support Engineer

iManage is dedicated to Making Knowledge Work™ and is seeking a Platform Support Engineer to join their Customer Reliability team. The role involves developing a deep technical knowledge of the iManage platform, collaborating with various teams to enhance reliability, and advocating for users by identifying and mitigating reliability risks.

Responsibilities

• Developing and maintaining a deep technical knowledge of our iManage platform services
• Collaborating with customer-facing, product, and infrastructure teams on the development and deployment of scalable, reliable software for our customers
• Proactively assisting internal teams and customers to avoid or reduce problem occurrence
• Conducting incident management and contributing to associated retrospective/postmortem as needed and providing feedback to teams for product improvement and reliability
• Working cross functionally with product, engineering, and site-reliability engineering on enhancements to our platforms monitoring capabilities across all products
• Advocating for users and stakeholders by exposing friction and reliability concerns within the products that contribute to customer service pain points
• Identifying and mitigating reliability risks
• Utilizing data to be a leader in continuous improvement

Skills

• A Bachelor's degree in computer science or information technology
• The ability to distill and communicate highly complex issues for a non-technical audience
• Exposure to distributed cloud service technologies
• Experience with debugging and utilizing REST APIs for data analysis or manipulation
• Familiarity with log aggregation and monitoring tools (Kibana, Splunk, Grafana)
• A passion for technology, solving challenging problems, and a development mindset

Benefits

• We offer a flexible working policy that supports a healthy balance between personal and professional well-being.
• Flexible work hours that empower me to balance personal time with professional commitments.
• Market competitive salary that is applied through a consistent process, equitable for all our employees, and regularly reviewed based on industry data.
• Annual performance-based bonus.
• Comprehensive Health/Vision/Dental/Life Insurance, and a 401k Retirement Savings Plan with a company match up to 4%.
• Enhanced leave for expecting parents; 20 weeks 100% paid for primary leave, and 10 weeks 100% paid for secondary leave.
• Flexible time off policy to take the time off that I need. Be it for vacation, volunteering, celebrating holidays, spending time with family, or simply taking time to recharge and reset.
• Multiple company wellness days each year to prioritize mental health and well-being.
• Access to RethinkCare, a global behavioral health platform that enhances personal well-being, strengthens professional resilience, and empowers parental success through expert-led training and resources.

Company Overview

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