• Principal Systems Engineer

    Location US-WA-Seattle
    Job ID
    1-35611
    Category
    Professional Services - Systems Engineering
    Pos. Type
    Full Time
  • Company Overview

    At Nuance, we empower people with the ability to seamlessly interact with their connected devices and the digital world around them.  We are creating a world where technology thinks and acts the way people do by designing the most human, natural, and intuitive ways of interacting with technology.

     

    Our nimble technology uses analytics and advanced algorithms to transform the inanimate into animate and reduce complicated processes into simple ones.

     

    Join our Enterprise team…great customer service starts here. We design virtual assistants for intelligent and effortless customer service helping customers find the information they need using whatever channel they prefer.

     

    Job Summary

    Summary: Nuance operates a 24x7 Network Operations Centre which monitors the end to end solution provided to our customers.


    The Tier 3 Engineer takes 24x7 escalations from the Enterprise NOC and provides in-depth incident investigation and impact analysis. Engineers also work on tool development and operational projects while coordinating and interacting closely with various escalation points include Systems Administrators, Network Engineers, Database Administrators, and DevOps Engineers.


    In addition to escalation support, the Tier3 team provides platform consultation services for our partners in Professional Services and other Operations teams.

     

    Responsibilities:

    • Work escalations from the Enterprise NOC and perform thorough, in-depth investigation of production incidents.
    • Permanent OnCall duties.
    • Perform post-resolution impact analysis on major incidents.
    • Develop tools and automation to improve NOC and T3 tasks.
    • Contribute to large technical projects such as datacenter migrations and security audits.
    • Manage day to day escalations
    • Ensure consistent high quality of work and ticket handling
    • Drive internal improvements and projects

    Qualifications

    Number of Years of Work Experience: 8

     

    Required Skills:

    • Strong analytical ability to define problems, collect data, establish facts, and draw valid conclusions. 
    • Strong written & verbal communication.
    • A dedication to World Class Customer Service with background in phone and email etiquette
    • Team player, self-motivated learner and hungry to succeed.
    • Ability to successfully work within a team and across departments with conflicting priorities.
    • Thrive in a fast-paced, high-stress environment
    • Strong time management & multi-tasking skills while maintaining quality
    • Familiarity and experience with triage and escalation practices
    • Familiarity with Zenoss, Nagios, HP Openview or other alarm management system
    • Familiarity with Jira or other bug tracking software
    • Experience using and developing on standard databases including Oracle, MS SQL, and Couchbase.
    • Extensive experience troubleshooting Java and web applications.
    • Administrative experience with operating systems including Windows Server (2012 / 2016), Oracle RedHat Linux and CentOS.
    • Experience performing protocol analysis, network performance analysis, and network troubleshooting.

    Preferred Skills:

    • Experience troubleshooting SIP / VoIP networks and applications
    • Familiarity and experience with transactional tools such as Empirix Hammer.
    • Familiar with SAN / NAS based data storage.
    • Familiarity and experience with tools and services like BigPanda, ELK Stack, and Nagios
    • Experience administering and troubleshooting Message Queue software (WebSphere MQ, Rabbit MQ, Hornet MQ, etc.) 

    Education: Bachelor's degree in computer science or related field preferred 

    Additional Information

    Nuance offers a compelling and rewarding work environment. We offer market competitive salaries, bonus, equity, benefits, meaningful growth and development opportunities and a casual yet technically challenging work environment. Join our dynamic, entrepreneurial team and become part of our continuing success.  

     

    Nuance Communication Inc.  is an equal opportunity employer.  We evaluate qualified applicants without regard to race, age, color, religion, sex, national origin, disability, veteran status, gender identity, sexual orientation and other legally protected characteristics. The EEO is the Law poster and its supplement is available here. If you need a reasonable accommodation because of a disability for any part of the employment process, please call 781-565-5086 – Human Resources Department and let us know the nature of your request and your contact information.

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