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ERC Solutions Engineer

Duties


  1. Provide first line of defense and troubleshoot technical support issues for external researchers on the analytical environment (Jupyter Hub + Kubernetes) and EMR Spark cluster on AWS. Common tasks including: helping resolve login/access issues, ensure system is up and running, address questions from researchers, and verifying reported bugs.
  2. Be able to Response, Investigate, Classify and Escalate (a.k.a. RICE) incoming technical support requests for the Engineering team.
  3. Collect feedback from researchers and report to the Engineering team.
  4. Keep the documentation and instructions up to date.

                                                                                                                                                                                        

**IMPORTANT INFORMATION**

What are the top 3 "must have non-negotiable" skill sets that need to be present on a resume? 

  • Technical support experience. Proven ability to respond and troubleshoot technical issues for external researchers on the analytical environment (Jupyter Hub + Kubernetes) and EMR Spark cluster on AWS. Interface with engineering team for more complex issues.
  • Client-facing experience: Be able to Response, Investigate, Classify and Escalate incoming technical support requests for the Engineering team. Common tasks including: helping resolve login/access issues, ensure system is up and running, address questions from researchers, and verifying reported bugs.
  • Programming skills: Python for data analytics (must), R Studio (good to have).

Are there any specific certifications, educational background or portfolios that would be ideal to have for this role?

  • None are explicitly required, but it would be best to have something like an undergrad in computer science or computational political science, or pursuing (or completed) a masters in either of those or data science, or economics.

 

Is this position open to candidates who can only work remote? 

  • Yes

                                                                                                                                                                                        

**MANDATORY PRE-SCREEN QUESTIONS**

1) Tell me a time when you were aware of an important problem, but you were not able to resolve it.

2) What is your thought process for determining when to ask for help or solve something yourself?

3) Explain cloud computing to me like I am a member of a policy team who doesn't know any technical jargon.

                                                                                                                                                                                        

Skills


  • Programming skills: Python for data analytics (must), R Studio (good to have);
  • Strong communication and client facing skills, as this role will work directly with external research partners;
  • Good reading and writing skills in order to read internal/proprietary manuals and convert/maintain external documentation and wiki;
  • Familiar with GitHub, JupyterHub, Jupyter Notebook, EMR, Spark and AWS cloud architecture;
  • Understanding of Kubernetes, OAuth, , descriptive statistics are plus;

Education


Bachelor's in Computer Science, Information Science, or Data Science

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