Associate Support Engineer

Overview:

The Engineering team manages and supports technical operations across The Last Mile organization, including internal tooling and our Platform as a Service (PaaS), which operates in correctional facilities across the country. An associate Support Engineer's daily engagements range from triaging requests for support from remote facilities to proactive monitoring of our PaaS infrastructure and escalating critical conditions. This is a highly collaborative role, with the opportunity to engage with an extremely broad range of systems and technologies.

Responsibilities:

The Associate Support Engineer is the first point of contact for both our partners and internal users. This role is responsible for the content and tone of communication with our audiences and is pivotal in our ability to support our operations.

Our support desk operates a sprint-based on-call rotation, which allows our team members to cycle between being the owner of inbound events, the first point of escalation, and the secondary responder as needed. The secondary responder period allows team members to work on process or system improvements within support and engage in broader Engineering team projects as capacity allows.

This role is responsible for the triage and timely resolution of inbound events, as well as escalating conditions that cannot be resolved directly. The support team collaboratively owns a considerable segment of the user experience across our audiences at The Last Mile.

Duties and Responsibilities:

• Provide first responder support to partners and team members via Slack, e-mail, and internal tickets
• Prioritize efforts, support escalations, and drive resolutions promptly
• Monitor platform infrastructure and respond to alerts
• Manage internal and external communication for incident response, keeping stakeholders and partners informed
• Support user onboarding and offboarding

Required Skills and Experience:

• A passion for problem-solving in challenging conditions and empowering people through technology
• Strong verbal, and written communication skills
• A fundamental understanding of computer hardware and peripherals
• A fundamental understanding of IP services and protocols (Eg: DNS, HTTP(S), SSH, wifi)
• A fundamental understanding of online security, and basic information security
• Excellent analytical and problem-solving skills
• Ability to work well in teams
• Strong work ethic and attention to detail

Nice to Have:

• Experience using ticket-driven workflows
• A fundamental understanding of computer networking, including switching, routing, and the OSI model
• Ability to understand and support processes written in Ansible, *sh, Python, or JavaScript
• Familiarity with macOS, ChromeOS, or Linux environments
• Google Workspace administration
• Enterprise system management experience, including knowledge of MDM (Mobile Device Management) tools
• Open to occasional travel in the United States

The Last Mile is an equal-opportunity employer and values diversity in our organization.  We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other protected class.  Additionally, we are a Fair Chance Employer, meaning we do not discriminate against justice-impacted individuals or perform background checks.  We openly encourage justice-impacted individuals to apply for employment.

Compensation$68,000-$85,000