Reliability Support Engineer

We are looking for a motivated and tech-savvy Reliability Support Engineer ready to join our B2B SaaS company and become the wizard that makes any platform issue disappear. With around 100 employees, our team is mainly based in Malaga, Spain, but we are incorporated in the US and the EU (with our top-corp registered in Delaware). Our Development team is based in Malaga, but if you code your best from the comfort of your own home or even from a different city-the location doesn't matter, you do!
What is Plytix?
Plytix PIM (Product Information Management) is a SaaS that helps our customers to manage their product data. Our platform is the single source of truth for our customers.
With Plytix PIM, customers can work on their products in a collaborative way, send their products to their e-commerce shops, create catalogs, and more.
If you're someone who gets excited about solving technical puzzles and thrives on helping others, this is the role for you! You'll be diving into the code and technical trenches, providing top-tier support and ensuring our clients experience the highest level of service possible. We appreciate someone who can bring enthusiasm and expertise to the table, turning customer and platform challenges into success stories. If you're ready to take on a new adventure with a fantastic team and make a real impact, we can't wait to hear from you!
What will you be doing?
Monitor and troubleshoot production systems and respond to incidents in a timely manner.
Implement strategies for automating manual tasks.
Check logs and alerts.
Implement integrations between software solutions like Hubspot/Asana and general scripts required to fix or mitigate known frictions detected and/or escalated by Support.
Help to ensure SLAs.
After 1 month:

You'll have a good grasp of our favorite tools and processes, and your code will start flowing. You'll start learning our product features and its internals, performing small tasks so that you can start to show off your skills.
You'll be accompanied by software engineers of our development area that will help you on your technical tasks.
You will also be mentored by your teammates on the support team.
After 3 months:

You should know almost everything about our product. At this point, you'll be ready to tackle some non-trivial issues independently:

Use our logging system to diagnose reported issues.
Understand our monitoring system to see the status of the platform.
Propose and make automations for some processes.
Connect to our alerting system to be informed soon of possible circumstances that might affect our customers' experience.
Document common issues and create public protocols to act on them.
6 months in:

You're fully integrated into the team at this point. You know all our strengths and weaknesses. You're also collaborating with other departments to find the best possible solutions for our customers to have the best quality system. You are mostly autonomous, not needing much direct supervision or recurrent help. By now, you're confident in your role, performing tasks in development environments as well as production.
Who will you be working with?
You'll be working closely with the Support manager ensuring that escalated incidents are investigated thoroughly with the customer experience in mind. You will be monitoring, diagnosing, proposing and developing solutions for these challenges. You'll also be collaborating with the Customer Success and Development teams to keep customers smiling about how amazing their Plytix PIM is.
Minimum Requirements:

2+ years of experience in similar positions.
Excellent troubleshooting and problem-solving skills.
MongoDB / Postgres :
We save our data in these databases.
Ability to work independently and as part of a team in a fast-paced environment.
Strong communication and collaboration skills.
Understanding of common metrics of a web service.
Being able to read and interpret logs of a web service.
Python :
All our backend is developed in Python.
Nice to have:

Kong :
The gateway.
Redis :
Cache and temporary result backend.
Hubspot/Asana is a plus.
AWS :
Where our infrastructure runs.
K8s :
We run our applications in Kubernetes.
Why work at Plytix?
Voted Malaga's #1 employer by Great Place to Work.
Be a part of a welcoming culture with bright, friendly people from around the world.
Have a purpose and plenty of opportunities to grow from day one.
Work from home or from our offices in the center of Malaga.
Flexible working hours and unlimited remote days.
Catered, free lunches and unlimited ice cream when working from the office.
Don't work on your birthday-enjoy an extra day of paid time off.
About our culture:

If you love reading 'empowering' phrases like 'vibrant collective' and 'innovative individuals,' then be prepared to be disappointed…
That's because to get a typical result, you have to do only typical things. But that's not really our style.
We're a community of chill and fun-loving humans who believe that work doesn't have to be boring. We make each day exciting by collaborating together and enjoying the occasional bout of silliness:
like a pool competition, potluck, party, or game of padel.
We're kind of the cool kids in the PIM playground (if we do say so ourselves), and we love to challenge the status quo to help anyone break free from f
• #king boring spreadsheets.
PLYTIX is a company committed to diversity and equality. Therefore, all our selection processes guarantee equal opportunities for all candidates regardless of race, color, religion, sex, origin, nationality, age, disability, sexual orientation, and gender identity. All employment decisions are based on business needs, job requirements, merit, and individual qualifications.
We are committed to managing your personal information with care and in accordance with our privacy policy. To learn more about how we handle your data, please click HERE
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