DevOps Support Engineer- $40,000/hour Are you team-oriented, self-motivated, and quality-driven? If you are a keen problem solver excited by opportunities to demonstrate and maintain high quality in both communication and ownership of your given area of responsibility, if you possess knowledge of production systems and if you excel at problem analysis and solution recommendation then this job is for you. Aurea enables global enterprises to create transformative experiences for their customers across a range of industries including retail, travel & hospitality, insurance, energy, life sciences, and insurance. Aureas products enable companies to build, execute, monitor, and optimize the end-to-end customer journey across multiple channels and touch-points to maximize growth through a superior customer experience. Aurea serves over 2,000 customers worldwide. AES, an Aurea product, is a business process outsourcer for EDI transactions and billing for the retail and wholesale electric and gas utilities markets. Our mission is to provide accurate and transparent transactions and invoices to our customers. We provide a team-oriented environment that supports every employee in solving problems and getting the job done well. Job Description The AES Support Engineer is responsible for providing second level support to both internal and external clients for resolving incidents and service requests. You will adhere to istas internal processes for incident and service request resolution, and change management through proper execution and documentation all from the comfort of your own home. This position is 100% remote; you never have to fight traffic to the office again, and you have the freedom to choose where you put in your 40 hours to be most effective each week.

Key Responsibilities

• Analyze issues and data anomalies and identifying solutions.
• Perform level 2 support functions for incidents.
• Emphasize resolving issues escalated to Operations.
• Recognize and act on opportunities for efficiency improvements.
• Review and write SQL queries for analysis and resolution of issues.
• Navigate a complex database system.
• Assist in off-hours coverage via escalation of priority incidents (choosing shifts that overlap with the time period of 6am-6pm Central Standard Time)
• Perform manual tasks/processes in support of business and operational units.
• Research and resolve alerts and problem accounts in a timely manner.
• Ensure all tasks are completed correctly, including letter generation and delivery, invoice generation and delivery, and alert management.
• Work with retail utility providers to identify and resolve operational account anomalies.
• Compose and produce reports, documents and related material.
• Maintain Operation procedural documentation in the knowledge base.
• Perform other operational tasks as assigned.