Are you a junior Linux systems administrator with a passion for technology? Are you skilled in both hardware and software? Are you great at turning fails into epic wins? Do you know who Afro Ninja is? If so, our On-Premise support team is looking for you.
Rally Support isn’t your typical technical support job. This isn’t a call center or “cube farm”. We are a collection of skilled specialists focused on problem resolution, customer education, and product innovation. In addition to Rally’s unmatched corporate values, our group’s vision is proof of this focus –
We serve as the face of Rally Software to our customers through professionalism, courtesy, and consistent messaging.
We believe in support that goes above and beyond traditional call-and-respond models, focusing instead on overall customer success.
We act as the voice and primary advocate for the Rally On-Premise customer base by contributing to new feature decisions and collaborating with development teams. On-premises software is installed and run on computers on the premises (in the building) of the person or organization using the software, rather than at a remote facility, such as at a server farm or cloud somewhere on the internet. On-premises software is sometimes referred to as "shrinkwrap" software or on-demand software, and off-premises software is commonly called "software as a service" or "computing in the cloud."
And we have a lot of fun!
Key Responsibilities:
Work as part of a high performance team to provide technical support for Rally’s on-premise (hosted locally) customers.
Troubleshoot the Rally application as it relates to issues within the customer’s environment (install issues, performance issues, etc).
Promptly identify, analyze, and resolve customer inquiries, concerns, and issues.
Participate in an on-call rotation.
Serve as overflow technical support for our web-based software.
Act as a liaison between customers and software development to ensure critical customer issues are resolved.
Advise customers of general best practices.
Improve Rally’s customer support experience from helping to define the offering to collecting feedback.
Write occasional internal, “tech tip”, and knowledge base articles.
Participation in team building exercises including (but not limited to) stuffed-animal hostage negotiations, coordinating team outfits, and snack-time sharing.
Base Qualifications:
The ideal candidate will have the following experience and attributes:
Systems administrator or other IT-related position required (3+ years of experience)
Primary skill set is Linux. Preferred candidate will have experience with one or more of the following: AIX, Red Hat, HPUX, Solaris and SuSe
Ability to install and configure Virtual Machine environments.
Multiple platform experience including installation, configuration and end user support.
Must be able to communicate technical issues in terms that general audiences can understand.
Ability to follow-through and provide frequent status updates to customers.
Interest in acquiring deep product and methodology expertise.
Superior problem solving skills, with a proven ability to exercise sound judgment in order to solve complex issues, recognize business critical situations, and escalate as needed.
History of outstanding customer service and advocacy.
Ability to work effectively in a fast-paced and fluid environment.
Excellent team player with strong interpersonal skills to interface closely with many groups across the organization.
Comfortable with laughter and participation in inside jokes. Well-rounded ability to both take jokes as well as provide humor.
Additional Qualifications:
Candidates with the following skills will have a competitive advantage in seeking this position:
A solid understanding of Application Lifecycle Management and the Software Development Life Cycle.
Experience with development processes such as Agile, Scrum, XP, Lean, FDD, DSDM, or Kanban.
Bachelor's degree in engineering, computer science, physical sciences or equivalent.
Ruby, REST, Javascript, HTML, .Net, and SOAP coding skills.
Experience with Oracle databases, FTP, sendmail, Apache, Jetty a plus.
Core competency in Table Tennis, Foosball, and/or Billiards (Singles, doubles and group rotation experience preferred).
We are looking for people who are passionate about the software industry and want to work with the best and brightest. We value teamwork and the ability to make and meet commitments as well as skill and a successful track record. We strive for a healthy, productive work/life balance, while enjoying the opportunity to substantially contribute to the direction and success of a vibrant software business.
If it sounds like you might thrive in an environment like this, we'd like to hear from you.
Rally Software - 15 months ago
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