Nevaya uses a combination of modern technologies, including:

• Node.js and AWS Lambda API services
• Ruby on Rails core domain and admin applications
• MySQL, Redis and Elasticsearch persistence
• Node.js and React UI components for guest TV experiences
• Docker on AWS ECS
• AWS SQS and SNS
• Network and router management using Mikrotik hardware

Familiarity with one or more of these technologies is ideal, however our first requirement is for a candidate with evidence of being able to work effectively with unfamiliar systems, applying sustainable engineering principles to their work, whatever the platform.

A supportive, experienced and growing team is on hand to assist, but the ability to independently analyse, diagnose and fix issues is essential.

Our client base are global market leaders in hospitality, with a focus on delivering luxury guest experiences through our cloud software platform. Candidates will need confidence to

deliver working software quickly, and be able to demonstrate significant experience in a similar role due to the increasing pace and demand of our current operation.

We are seeking a talented individual to join our development team and facilitate the development of Nevaya’s hospitality SaaS platform to maximise guest satisfaction.

Your primary responsibilities will include:

• Design and build maintainable software and systems to meet and exceed guests’ expectations
• Provide feedback and support to other members of the product engineering team
• Be a leading member of the development team, contributing to continuous improvement of our development practices
• Investigation and prototyping of new ideas across the Nevaya offering
• Assist with 3rd line support queries where appropriate, in collaboration with our experienced in-house operations support team

• Resolution and assistance with escalated support tickets that cannot be resolved by the 1st Line Support agents
• Work closely with the Nevaya Product Manager to develop and improve the product.
• Assist in the continual monitoring and improvement of the current support process as required
• Proactively manage help desk tickets raised and escalated.
• Provide technical support for our software for direct customers, partners and internal colleagues.
• Manage internal IT software for employee laptops/devices, and carry out weekly audits to keep up with our compliance requirements.
• Ensures department-wide adherence to customer SLA’s and ticket response/resolution times
• Support partners with Product training sessions
• Obtain a deep technical understanding of our technology stack
• Assist the sales team with any pre-sales requirements/enquiries
• Coordinate configuration of Nevaya platform devices ready for shipment
• Contributes to the quality of our software through QA
• Assist with ad hoc Infosec, cyber security and ISO accreditation tasks and projects as required
• Adopts and utilises internal workflows to ensure consistent service delivery

• Out of hours and on-call support on a rota basis
• Hardware provisioning
• Partner training
• Onsite implementation and deployment assistance

• Speed and accuracy of ticket resolution
• Active management of open tickets to comply with SLAs
• On-call and out of hours cover and escalations

Nevaya operates several types of system:

• A set of backend administration Ruby on Rails applications, hosted on AWS using ECS
• A set of system integration APIs for backend tasks and customer operations needs, implemented as Node.JS AWS Lambda applications
• A fleet of managed hardware routers, dynamic VPN infrastructure and individual docker + AWS instances for apps that need to live within the customers own infrastructure
• Our infrastructure is mainly AWS, however we do use some VPS hosts and run proxmox internally for our own internal IT infrastructure. We use Mikrotik router hardware, HP switching and various brands of wireless vendors.

We are in the process of introducing Terraform for configuration management, in combination with Serverless Framework for provisioning our Lambda applications.

Nevaya systems also provision additional AWS infrastructure in customer specific environments as part of their normal operation so a creative mind is a must.  We work exceptionally hard to build software that looks after itself.

• Be responsible for maintaining the reliability of our platform infrastructure.
• Help set the technical direction for our infrastructure, ensuring that it continues to scale to support our growth in a cost effective manner.
• Improve the process of developing, testing and continuously deploying Nevaya’s suite of applications and services so that they’re safer, faster and easier for engineers to work on.
• Maintain and grow a DevOps culture, setting service design standards that allow product engineers to consistently design and maintain their code in operation.
• Ensure we have sufficient logging, monitoring and alerting capabilities to know when the platform is experiencing abnormal performance and to be able to identify the underlying causes.
• Support software engineers by pairing, teaching, mentoring, coaching, reviewing code and demonstrating the practices of an effective engineer.
• Support the product engineering team in addressing issues arising from pen tests and other security exercises.
• Assist our technically-skilled operations support team as a point of escalation during systems incidents.