Technical Support Engineer

Department
 

Provost Globus Support

About the Department
 

Globus (www.globus.org) is a sustainable, non-profit business within The University of Chicago delivering solutions to the research community worldwide. Globus develops and provides critical services that support scientific research for governmental, academic, and commercial organizations in a wide range of disciplines including life sciences, physics, and astronomy. We develop, operate, and sell commercial-quality, cloud-based software application and platform services used by 10s of thousands of researchers to manage their large–and growing–data management challenges. We have offices located at 401 North Michigan Avenue in the heart of downtown Chicago and remote employees who work from home.

Job Summary
 

In this role you will provide second-tier support to end users for using the Globus hosted services (SaaS) and platform (PaaS). A key component of the role is ensuring organizations and their researchers successfully deploy and use the Globus service. You will interact with network services, software systems engineering, and/or applications development professionals to install and configure Globus Connect Server, and to identify and correct problems with Globus Connect Server (GCS) deployments, including software that integrates local compute clusters, identity providers (IdPs), and storage systems into the Globus ecosystem.
We are looking for a skilled technical support engineer who can effectively juggle multiple concurrent support requests and coordinate their resolution by working others on the Globus team, as needed. You are expected to become familiar with the inner workings of the Globus service and be able to 'dig deep' into the technical details to solve problems expeditiously. If you enjoy collaborative, innovative, mission-driven environments, Globus could be a great fit for you!

Responsibilities

• Provide Level-2 end-user support and technical issue resolution for Globus services.

• Work closely with others on the Globus team to diagnose and resolve technical support issues and identify enhancements.

• Maintain a high degree of skill and knowledge for installing, configuring, and troubleshooting the Globus user installable applications (e.g. GCS, GCP, SDK, CLI).

• Maintain and improve web-based documentation (e.g. user’s guides, FAQs, etc.) for installing, configuring, and troubleshooting Globus related software.

• Maintain a high level of professionalism and integrity at all times when dealing with users, customers, and colleagues.

• Utilize the ticketing system, E-Mail, phone and other electronic media for issue management, communication and resolution.

• Adhere to service level agreements when responding to, and resolving customer issues.

• Escalate urgent and/or engineering-related issues to Level-3 support as required.

• Uses in-depth knowledge of Globus support best practices and experience with the Globus systems to conduct  analyses and contribute to the resolution of complex problems.

• Calibrates specifications and typically collaborates with programmers to develop new applications or to make  modifications to existing applications. Tests and debugs applications before releasing them to end-users.

• Performs other related work as needed.

Minimum Qualifications
 

Education:

Minimum requirements include a college or university degree in related field.

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Work Experience:

Minimum requirements include knowledge and skills developed through 5-7 years of work experience in a related job discipline.

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Certifications:

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Preferred Qualifications

Experience:

• Experience calling REST API’s from scripts.

• Experience troubleshooting application on user workstations for Mac, Windows and Linux.

• Experience writing end user documentation, troubleshooting guides, FAQs.

Technical Skills or Knowledge:

• Strong understanding of Linux administration, network configuration, troubleshooting.

• Experience writing programs in Python.

• Experience with using AWS - IAM, S3, EC2.

• Experience using cloud storage services (e.g. Google Cloud Store, Box, OneDrive).

Preferred Competencies

• Excellent verbal and written communication skills.

• Strong problem solving skills.

• Excellent organizational skills and constant attention to detail.

• Effectively prioritize, triage, and manage competing priorities and deadlines.

• Ability to manage multiple projects simultaneously and meet tight deadlines.

• Work in a collaborative team environment.

• Ability to work both independently and as a team member.

• Commitment to excellent customer service, including tact, discretion, and proper judgment as necessary.

Working Conditions

• Work on a flexible schedule which will include occasional late night and/or weekend hours.

• Option available for hybrid work.

Application Documents

• Resume (required)

When applying, the document(s) MUST  be uploaded via the My Experience page, in the section titled Application Documents of the application.

Job Family
 

Information Technology

Role Impact
 

Individual Contributor

FLSA Status
 

Exempt

Pay Frequency
 

Monthly

Scheduled Weekly Hours
 

37.5

Benefits Eligible
 

Yes

Drug Test Required
 

No

Health Screen Required
 

No

Motor Vehicle Record Inquiry Required
 

No

Posting Statement
 

The University of Chicago is an Affirmative Action/Equal Opportunity/Disabled/Veterans and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender, gender identity, national or ethnic origin, age, status as an individual with a disability, military or veteran status, genetic information, or other protected classes under the law. For additional information please see the University's Notice of Nondiscrimination.

 

Staff Job seekers in need of a reasonable accommodation to complete the application process should call 773-702-5800 or submit a request via Applicant Inquiry Form.

 

We seek a diverse pool of applicants who wish to join an academic community that places the highest value on rigorous inquiry and encourages a diversity of perspectives, experiences, groups of individuals, and ideas to inform and stimulate intellectual challenge, engagement, and exchange.

 

All offers of employment are contingent upon a background check that includes a review of conviction history.  A conviction does not automatically preclude University employment.  Rather, the University considers conviction information on a case-by-case basis and assesses the nature of the offense, the circumstances surrounding it, the proximity in time of the conviction, and its relevance to the position.

 

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