Company Information

Lithium offers a great working environment and competitive compensation and benefits packages. We're looking for fast-thinking, innovative, passionate team players who enjoy brainstorming new ideas, working with the best and brightest in the social media software industry.

At Lithium we encourage our employees to be real. In keeping with this philosophy, we appreciate diversity and welcome all qualified applicants regardless of race, religion, sex, age, national origin, sexual orientation, disability, veteran status, genetic information or criminal history.

Job Description

If you want to accelerate your learning and career growth in a forward-looking company, stop thinking about doing the same thing over and over again. Instead, think about the impact you could be having above and beyond your current role.  

Who are we looking for?

As a Lead NOC Engineer, you must gain a solid understanding of products and processes quickly to tackle a broad range of incidents and circumstances that involve technology of varied levels of complexity and function. You’re part of our Customer Operations team, a top tier organization focused on solving customer problems. NOC Engineers will often partner with service provisioning and support teams, requiring clear and concise communication. They will also engage with Development, Engineering and vendor teams, which requires a vast understanding of applications, services and systems of all types. As the NOC Lead, you will be required to ensure team responsibilities are executed in a timely, technically-astute and professional manner.

Our teams are very distributed, so being able to communicate via text and online is crucial. Our primary location for this particular opening is Austin, TX with an average of 3 days a week in the office and the rest remote.

Responsibilities

• Lead a team of NOC Engineers to ensure maximum possible service availability and performance of hosted applications, services and systems
• Responsible for mentoring, coaching and guide team members or colleagues.
• Excellent working knowledge of the business and technology.
• Ability to act as a SME (subject matter expert) in the field and to contribute to process improvements and knowledge-sharing within the organization
• Proactively raises risks and implements fixes and changes as needed to keep small problems from becoming big problem
• High degree of autonomy and ability to collaborate across multiple internal and external stakeholder organizations.
• Willingness to act with empowerment to think innovatively and creatively to provide solutions, and improve fault-handling, incident management and processes.
• Create and develop strategies, solutions and processes to resolve incidents and improve efficiencies and performance of applications, services and systems
• Continuous development of knowledge and skills in network and system administration, particularly in regard to product architecture and platforms.
• Demonstrates personal initiative and independent motivation to achieve goals and objectives
• Monitor, alert and report on monitoring systems for product environments
• Participate in a 24x7 work rotation as required.

Skills & Requirements

Expected “Preferred Skills” List

To help you out in figuring out what we’re looking for, here are some examples of the skills our current team has (or could use). Not having all the skill sets will not discount you from consideration as we are looking to round out our team effectively! These are simply plusses and should be showcased.

Preferred Skills

• Able to generate, collect, organize and interpret data.
• Demonstrated success in mentoring others
• Strong Linux operating system skills.
• Very good knowledge of the OSI model.
• Advanced system administrator skills.
• Advanced working knowledge of scripting, including Python.
• Outstanding interpersonal, verbal and written communication skills.
• Excellent multi-tasking and time management skills.

Basic Qualifications

• Minimum 2-3yr experience in a technical support or similar role.
• 1-2 yr experience in team leadership role
• Broad experience assessing and prioritizing faults and responding and communicating as documented and instructed.
• Experience working autonomously and as part of a team.
• Experience with system monitoring and management tools including technology diagnostic and remedy experience.
• Outstanding analytical skills and able to collate and interpret data from various sources.

• Knowledge of Lithium/Jive products and target customer-base are a plus

Why you should join our team

With a 94%+ customer satisfaction, a team that’s been described as “legends”, “driven” and “dedicated”, we’re looking for someone who really wants to make a difference.  The team is hoping to find someone who is energized by social media, customer support, and solving complex challenges.  We’re open, transparent and hardworking. Our culture is as exciting as our products, we’ve been ranked as one of Glassdoor’s Best Place to Work. Come check us out!

Education

• Bachelor’s Degree in Computer Science, Information Technology or related field
• Technical or support certifications such as ITIL, MCSA: SQL or Oracle SQL Expert