Duties:

• Deploy, Upgrade, Maintain third party application stacks for metrics, logging and APM
• Advanced troubleshooting of performance issues related to Linux
• Build, Maintain and troubleshoot containerized workloads in Kubernetes or docker
• Maintain CI/CD pipeline for developer code in Gitlab
• Support developers with deploying and maintaining application servers
• Create / Update Ansible code for configuration management of third-party applications
• Create / Update Terraform code for management of infrastructure
• Work with other teams to understand their specific needs and goals for observability and help them follow established processes and best practices to achieve those goals
• Act as a Subject Matter Expert for the Observability stack, answering questions from other teams on how to use the tools we provide
• Provide guidance and training to junior engineers
• Participate in 24x7 On Call support rotating weekly between Observability Engineers
• Work US based daytime hours

Requirements:

This is an intermediate position with expectation the candidate has a good amount of work experience to be self-sufficient.

• Intermediate to advanced knowledge of Linux administration (Ubuntu / Debian / CentOS / RHEL)
• Intermediate to advanced scripting abilities ( Bash / Python )
• Intermediate to advanced experience with hypervisor technologies ( Openstack / VMWare )
• Intermediate knowledge of networking concepts to be able to troubleshoot advance architectures that involve complex networks.
• 2+  years experience with Infrastructure as Code tools such as Terraform
• 2+ years experience with Configuration as Code tools such as Ansible
• 2+  years experience with Grafana or a similar a Dashboarding tool
• 2+  years experience with Observability tools such as:
• Metrics: Prometheus / Mimir / Thanos / VictoriaDb / Graphite / InfluxDb
• Logs: Loki / Elasticsearch / Splunk
• Tracing/APM: Tempo / New Relic / AppDynamics
• 2+  years experience with public cloud operators specifically GCP and AWS
• 2+  years experience with Kubernetes and docker
• 2+  years experience with Kafka
• Experience with git and standard processes (branching and merge/pull request) for collaborative version control
  
  

Company Benefits

• Company stocks
• Annual merit increase based on performance
• 15% night shift differential pay
• Paid Leave with Cash Conversion
• HMO with free dependents
• Retirement Plan
• Life Insurance
• While on work from home setup: Internet and meal allowance are provided
• Employee Assistance Program for mental and social well-being
• Government-mandated Benefits (SSS, PhilHealth, PagIBIG, 13^th month pay, Solo parent leave, Special leave for women)

Technical Writer, Product Engineering

Five9 is looking for a detail-oriented technical writer who will work with all the Product Engineering and Customer Support teams to develop, manage, and maintain internal documentation, including SOPs,  knowledge base articles, e-learning trainings, workflows, templates, alert and troubleshooting runbooks, internal processes, and architectural documentation. The ideal candidate will collaborate with multiple teams to ensure standardization of documentation practices across the company. 

Responsibilities

• Plan, create, organize, and maintain technical and process documentation.
• Ensure content is kept up to date and meets the style guide.  
• Edit, clarify, and proofread documents written by others to ensure content meets writing guidelines.
• Create runbooks for internal teams.
• Develop user and admin guide s for internal tools.
• Organize content such that it is easy to find and maintain.  
• Create architectural documentation, workflows, runbooks, release notes, and troubleshooting information.  
• Create training material, such as procedures, videos, and tutorials.  

Experience :

• Bachelor's degree or equivalent practical experience.
• At least 3 years of experience in developing, managing, and maintaining technical and process documentation.  

Minimum qualifications :

• Must have experience in internal documentation development
• Must have experience editing content written by engineers.  
• Familiarity with cloud technologies, such as AWS and GCP.
• Excellent ability to explain complex technical ideas in terms appropriate for the audience.
• Able to work independently and in a team environment.  
• Experience in working with multiple cross-functional teams in a fast-paced environment.
• Proven self-starter capable of using the Five9 software and researching content, including gathering information from SMEs.
• Proven experience in JIRA, Confluence, Articulate 360, Sharepoint, and Salesforce
• Proven experience creating alert runbooks
• Experience in developing knowledge base articles for customer support cases
• Experience using and documenting Grafana and Loki related information

Preferred qualifications :

• Basic understanding of a wide range of technology subjects, including Telephony Networking, contact centers, and DevOps.
• Knowledge of ITIL concepts, such as Problem, Change and Incident Management
• Experience following the department style guide.
• Experience in video creation tools.  
• Basic understanding of managing content in GitLab.  
• Experience using command-line tools.

Company Benefits

• Company stocks
• Annual merit increase based on performance
• 15% night shift differential pay
• Paid Leave with Cash Conversion
• HMO with free dependents
• Retirement Plan
• Life Insurance
• While on work from home setup: Internet and meal allowance are provided
• Employee Assistance Program for mental and social well-being
• Government-mandated Benefits (SSS, PhilHealth, PagIBIG, 13^th month pay, Solo parent leave, Special leave for women)