Technical Support Specialist
TikTok
Mountain View, California
technical
technical support
tools
team
metrics
developer tools
tss
engineer
engineering
mission
people
technical
technical support
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January 26, 2023
TikTok
Mountain View, California
OTHER
Responsibilities
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.
Why Join Us
At TikTok, our people are humble, intelligent, compassionate and creative. We create to inspire - for you, for us, and for more than 1 billion users on our platform. We lead with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes. Here, the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility. Join us and make impact happen with a career at TikTok.
The Infrastructure Global Support team will be the front line POC to to support the internal tooling and and platform build up. Our team supports the talented developers and product teams to troubleshoot and tackle any issues with our developer tools and frameworks. As a Technical Support Specialist (TSS), you will:
Responsibility :
1. Support internal Developer tools & platforms like devOps tools; Act as the front line engineer to respond to internal users tickets; Troubleshoot issues users encounter when they are using the internal developer tools , or answer any function or consultancy questions through the internal ticketing system.
2. Act as support escalation point for US engineering group; you will act as escalation point when any major issue is found by the US engineering group on the Dev tools they use. The issue may be but not limited to major incidents, known issue, feature request or feature enhancement. TSS will be responsible for collaborating with local or other region support or PM/RDs to drive this issue to close.
3. Responsible for driving the global support metrics. As a member of Infra Global Support team, you will be responsible for the local support metrics like SLA, Csat; Responsible for collaborating with other internal ticket handling teams like NOC, SREs to ensure the support metrics are meeting global objectives.
4. TSS may also take other technical support related assignments like user training or internal knowledge transfer session to ensure both users and team members have good knowledge of the platform they support.
Qualifications
Required:Required:
Bachelor’s Degree in IT related field (e.g. Information Systems, IT Management, Systems Engineering, Computer Science), or equivalent experience
3+ years of experience as a Support Engineer or related field
Excellent verbal and written communication skills
Strong debugging/troubleshooting in Kubernetes.
Ability to solve complex problems independently.
Strong understanding of support processes – SLA, handling tickets, monitoring, processes and metrics.
Proven ability to write scripts and automation (using Python/Java).
Understanding of the complete deployment life cycle from design, build, test, deploy
Preferred:
Experience as Software development engineer for 1+ years is preferred.
TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.
TikTok is committed to providing reasonable accommodations during our recruitment process. If you need assistance or an accommodation, please reach out to us at [email protected]
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.
Why Join Us
At TikTok, our people are humble, intelligent, compassionate and creative. We create to inspire - for you, for us, and for more than 1 billion users on our platform. We lead with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes. Here, the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility. Join us and make impact happen with a career at TikTok.
The Infrastructure Global Support team will be the front line POC to to support the internal tooling and and platform build up. Our team supports the talented developers and product teams to troubleshoot and tackle any issues with our developer tools and frameworks. As a Technical Support Specialist (TSS), you will:
Responsibility :
1. Support internal Developer tools & platforms like devOps tools; Act as the front line engineer to respond to internal users tickets; Troubleshoot issues users encounter when they are using the internal developer tools , or answer any function or consultancy questions through the internal ticketing system.
2. Act as support escalation point for US engineering group; you will act as escalation point when any major issue is found by the US engineering group on the Dev tools they use. The issue may be but not limited to major incidents, known issue, feature request or feature enhancement. TSS will be responsible for collaborating with local or other region support or PM/RDs to drive this issue to close.
3. Responsible for driving the global support metrics. As a member of Infra Global Support team, you will be responsible for the local support metrics like SLA, Csat; Responsible for collaborating with other internal ticket handling teams like NOC, SREs to ensure the support metrics are meeting global objectives.
4. TSS may also take other technical support related assignments like user training or internal knowledge transfer session to ensure both users and team members have good knowledge of the platform they support.
Qualifications
Required:Required:
Bachelor’s Degree in IT related field (e.g. Information Systems, IT Management, Systems Engineering, Computer Science), or equivalent experience
3+ years of experience as a Support Engineer or related field
Excellent verbal and written communication skills
Strong debugging/troubleshooting in Kubernetes.
Ability to solve complex problems independently.
Strong understanding of support processes – SLA, handling tickets, monitoring, processes and metrics.
Proven ability to write scripts and automation (using Python/Java).
Understanding of the complete deployment life cycle from design, build, test, deploy
Preferred:
Experience as Software development engineer for 1+ years is preferred.
TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.
TikTok is committed to providing reasonable accommodations during our recruitment process. If you need assistance or an accommodation, please reach out to us at [email protected]
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