Newgistics Inc.

  • Application Reliability Analyst

    Location MD-Chisinau
    # Positions
    Digital Services
  • Overview

    Tacit Knowledge is a global software company specializing in e-Commerce. Our team is comprised of seasoned consultants and platform support staff who use automated techniques like Continuous Deployment / Continuous Delivery, resulting in projects that are more efficient and systems that are more reliable and performant.


    Tacit is looking to grow our customer handling and customer relations practices. We're seeking intelligent, passionate people who have a basic understanding of technical infrastructure systems and a desire to match those well-engineered, durable, and well performing systems to great customer service.  


    Our culture is innately entrepreneurial because it is comprised of highly talented people who thrive in an atmosphere where ideas, actions and initiative are not only welcome, but encouraged and rewarded.



    As an Application Reliability Analyst for Tacit Knowledge, you will be performing the following activities:


    • Regular analysis and data breakdown of existing app performance metrics and incidents history aiming to spot patterns and acting on those proactively.
    • Ensure timely and accurate communication primarily in writing with customers, with team members and with management
    • Own end-to-end problem and incident handling
    • First-level triage and solution response for all customer support application issues and monitoring alerts.  Work closely with engineering and project teams as required to resolve issues
    • Follow internal case handling procedures and ensure adherence to SLAs
    • Participate in an on-call rotation Contribute to process and practice improvement
    • Collaborate with engineers on keeping customers’ e-commerce systems healthy


    You'll have an opportunity to support Tacit Knowledge clients and accounts with some international luxury brands, and play a vital role in helping to keep their e-commerce systems serving their own retail customers. You'll use a Customer Relationship Management system as a core part of your role, along with various monitoring and application performance software..  You will build your understanding of Cloud providers, Linux, applications, database and network principles. You'll have a chance to help us better develop our offering to our clients, through customer handling practice improvements and new offerings. You'll support engineers in providing insights and improvement suggestions to make our technical support systems even better.



    A successful candidate will:


    • Have a relentless thirst and analytical approach to problem solving, ownership of the solution path, an awareness of cultural diversity, a strongly empathic customer-centric service ethic
    • Have a hunger to learn how software applications work, and learning to troubleshoot various e-commerce processes
    • Have strong written English skills, including recognizing the importance of tone and nuance of "voice"
    • Have basic understanding of Linux operations and usage from the command line. Knowledge of performance monitoring principles, network architecture principles and troubleshooting concepts would be a bonus
    • Awareness of, exposure to, experience of eCommerce solutions such as SAP Hybris would be a bonus, but not essential.  You will gain significant exposure to this as part of your day-to-day duties.


    If you've been looking to work with a great team of software professionals, this is your chance.


    If you believe your skills and experience match this position at Tacit Knowledge office please apply here and submit your resume.


    Tacit Knowledge offers a highly competitive base salary and benefits, including a progressive bonus plan.


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