Tential Solutions
Technical Operations Center Engineer
Tential Solutions
Location: Austin, TX
Salary: $45,000–$55,000
Employment type: Contract
Seniority level: Mid-Senior level
Job function: Information Technology
We are seeking a highly motivated Technical Operations (TOC) Engineer to join our 24/7 Technical Operations Center team. This role is a vital part of our live service operations, serving as a primary escalation point for the Junior TOC team and remaining critical for maintaining the high availability, performance, and reliability of our global game infrastructure.
The ideal candidate is a composed professional with deep technical expertise in incident, problem, and service request management. You possess interpersonal skills to lead during a crisis while focusing on technical architecture, comprehensive documentation, and advanced automation of our operational workflows. You must be a strong troubleshooter with a significant bias toward automation to ensure our studios and global community enjoy an uninterrupted experience.
What You Will Do
Technical Escalation: Act as a key escalation point for both expected and unexpected events involving production applications, systems, and cloud infrastructure.
Infrastructure Maintenance: Maintain our global infrastructure across both on-premise and public cloud platforms.
Automation Leadership: Propose and implement complex automation strategies to improve overall efficiency and system performance.
SRE Collaboration: Work closely with Site Reliability Engineering (SRE) teams to onboard and implement innovative technical solutions.
Performance Standards: Ensure uptime and performance standards are met for a seamless gaming experience.
Advanced Troubleshooting: Diagnose and resolve high-level technical issues involving production networks and system operations.
Documentation & Audit: Ensure all operational activities and technical configurations are thoroughly documented and remain compliant with audits.
Service Fulfillment: Oversee the resolution of technical service requests and user-submitted tickets, ensuring a high level of customer service.
Who You Are
Experienced: 3+ years in large-scale production networks or systems operations, with a strong grasp of reliability engineering principles.
Collaborative Communicator: Able to communicate complex concepts clearly in English, to technical staff or senior management.
Adaptable and Agile: Able to support a globally distributed team, quickly adapt to new tools, and embrace changes in a dynamic environment.
Continuous Learner: Deeply interested in learning and implementing new technologies and architectural concepts.
Customer Centric: Always put the needs of the customer first and think about problems and requests through the lens of the end user.
Technical Stack & Preferred Skills
Public Cloud Providers: Expert-level knowledge of AWS. (GCP and Azure a plus)
Operating Systems: Advanced administration of Linux and Windows in production environments.
Virtualized Environments: Deep experience with VMware required. Other virtualization platforms (Proxmox, KVM, Hyper-V, WSL) are a plus.
Infrastructure as Code (IaC): Deep familiarity with Terraform, Ansible, Puppet, Pulumi.
Networking: Expertise in protocols, firewall permissions, and advanced network triage.
Passion for Full Stack: Passionate about learning the full stack, including pursuing formal training and certifications.
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Location: Austin, TX
Salary: $45,000–$55,000
Employment type: Contract
Seniority level: Mid-Senior level
Job function: Information Technology
We are seeking a highly motivated Technical Operations (TOC) Engineer to join our 24/7 Technical Operations Center team. This role is a vital part of our live service operations, serving as a primary escalation point for the Junior TOC team and remaining critical for maintaining the high availability, performance, and reliability of our global game infrastructure.
The ideal candidate is a composed professional with deep technical expertise in incident, problem, and service request management. You possess interpersonal skills to lead during a crisis while focusing on technical architecture, comprehensive documentation, and advanced automation of our operational workflows. You must be a strong troubleshooter with a significant bias toward automation to ensure our studios and global community enjoy an uninterrupted experience.
What You Will Do
Technical Escalation: Act as a key escalation point for both expected and unexpected events involving production applications, systems, and cloud infrastructure.
Infrastructure Maintenance: Maintain our global infrastructure across both on-premise and public cloud platforms.
Automation Leadership: Propose and implement complex automation strategies to improve overall efficiency and system performance.
SRE Collaboration: Work closely with Site Reliability Engineering (SRE) teams to onboard and implement innovative technical solutions.
Performance Standards: Ensure uptime and performance standards are met for a seamless gaming experience.
Advanced Troubleshooting: Diagnose and resolve high-level technical issues involving production networks and system operations.
Documentation & Audit: Ensure all operational activities and technical configurations are thoroughly documented and remain compliant with audits.
Service Fulfillment: Oversee the resolution of technical service requests and user-submitted tickets, ensuring a high level of customer service.
Who You Are
Experienced: 3+ years in large-scale production networks or systems operations, with a strong grasp of reliability engineering principles.
Collaborative Communicator: Able to communicate complex concepts clearly in English, to technical staff or senior management.
Adaptable and Agile: Able to support a globally distributed team, quickly adapt to new tools, and embrace changes in a dynamic environment.
Continuous Learner: Deeply interested in learning and implementing new technologies and architectural concepts.
Customer Centric: Always put the needs of the customer first and think about problems and requests through the lens of the end user.
Technical Stack & Preferred Skills
Public Cloud Providers: Expert-level knowledge of AWS. (GCP and Azure a plus)
Operating Systems: Advanced administration of Linux and Windows in production environments.
Virtualized Environments: Deep experience with VMware required. Other virtualization platforms (Proxmox, KVM, Hyper-V, WSL) are a plus.
Infrastructure as Code (IaC): Deep familiarity with Terraform, Ansible, Puppet, Pulumi.
Networking: Expertise in protocols, firewall permissions, and advanced network triage.
Passion for Full Stack: Passionate about learning the full stack, including pursuing formal training and certifications.
#J-18808-Ljbffr