Sr Technical Support Analyst
Basic Information
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Description and Requirements
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As a DevOps , you will bridge the gap between development and operations, driving the seamless deployment and reliability of software systems. You'll lead a team of DevOps engineers, champion automation, streamline CI/CD pipelines, and enhance observability and incident response capabilities. Your leadership will be critical in evolving DevOps practices, fostering cross-team collaboration, and continuously improving the software delivery lifecycle to support business agility and operational excellence.
Key Responsibilities
Observability, Remediation, and Automation
Proactively detect and remediate customer environment threats using the Helix AIOps Management Platform to ensure system stability.
Lead and promote best practices for non-invasive SRE solutions, sharing knowledge across teams.
Analyze remediation trends and alert patterns to identify systemic issues and partner with R&D and SaaS Ops to resolve them.
Provide product feedback to improve observability, reduce MTTR, and enhance customer experience.
Act as “Customer One” by using Helix AIOps tools firsthand to empathize with users and refine real-world use cases.
Strategy and Implementation
Define and execute DevOps strategies to streamline software delivery and increase operational efficiency.
Design and manage CI/CD pipelines across development, testing, staging, and production environments.
Automation and Tooling
Automate repetitive tasks to reduce manual effort, scale team impact, and solve problems using innovative pattern recognition techniques.
Integrate modern DevOps tools for automation, monitoring, and infrastructure management.
Infrastructure Management
Provision and manage cloud-based infrastructure using configuration management and infrastructure-as-code (IaC) practices.
Design and deploy scalable, resilient systems in collaboration with software engineering teams.
Monitoring and Incident Response
Implement proactive monitoring and alerting systems to detect and address performance issues and outages.
Lead incident response, conduct root cause analyses, and facilitate post-mortems (e.g., 5 Whys) for continuous improvement.
Collaboration and Knowledge Sharing
Partner with cross-functional teams to embed SRE principles into the development lifecycle.
Promote a culture of continuous learning through mentoring, technical guidance, and sharing of best practices.
Capacity Planning and Scalability
Analyze system usage to inform capacity planning and identify scaling opportunities.
Proactively address performance bottlenecks and prepare infrastructure for future growth.
Reliability and Resilience
Design and implement disaster recovery plans, backup solutions, and failover strategies to ensure high availability.
Employ chaos engineering to test system resilience and prepare for real-world failure scenarios.
Why Work Here? Because You’ll Matter.
We’re not hiring for roles—we’re hiring for impact. At Helix, you’ll solve hard problems, build smart solutions, and work with people who challenge and champion you. You’ll see your ideas come to life—and your work make a difference.
We believe in trust, transparency, and grit. Our culture is inclusive, flexible, and built for people who want to stretch themselves - and support others doing the same. Whether you’re remote or in-office, you’ll find space to show up fully and contribute meaningfully. You won’t be boxed in—you’ll be backed up.
Make Your Mark At Helix
If Helix excites you but you're unsure if you meet every qualification, apply anyway. We value diverse perspectives and believe the best ideas come from everywhere.
EEOC Statement
Helix is committed to equal opportunity employment regardless of race, age, sex, creed, color, religion, citizenship status, sexual orientation, gender, gender expression, gender identity, national origin, disability, marital status, pregnancy, disabled veteran or status asa protected veteran. If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.