• 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.