Support Analyst/ Systems Administrator

Detailed Skill Requirements:
1. Core Technical Requirements Requires practical, pragmatic IT skills to navigate environments (NOT a Software Engineer and deep Linux kernel development skills are not required).
Command-Line Interface (CLI) Proficiency: They must be highly comfortable navigating Linux/Unix environments.
They should be able to SSH into instances, check system health, and parse logs using standard utilities.
Example expectation: Using commands like tail, grep, awk, or managing services via systemctl restart MyRepairService.
Query Execution: Ability to run and slightly modify queries to pull data regarding system health, operational backlogs, or user tickets.
Example expectation: Running basic SQL or log-based queries such as SELECT status, count(*) FROM MyOperationalBacklog WHERE created_at >= '2026-09-01' GROUP BY status;.
Cloud Consoles: Familiarity with navigating cloud provider dashboards (like Google Cloud Platform) to check instance status, review monitoring dashboards, and trigger internal tooling.

2. Operational & Process Skills This role is heavily focused on maintaining stability and clearing queues.
Ticket Queue Management: The ability to handle a "high-volume" queue means the candidate must be organized, capable of rapid context-switching, and efficient at prioritizing tasks based on severity.
Runbook-Driven Execution: They must be disciplined in following step-by-step Standard Operating Procedures (SOPs) to resolve known issues without deviating from established safety protocols.
Troubleshooting & Escalation: When an issue falls outside the runbook, they need the foundational knowledge to perform initial triage (L1/L2 troubleshooting) before escalating to L3 engineers or FTEs.

3. Preferred Skills ("Strong Plus") Candidates with these skills will stand out and be capable of handling more advanced infrastructure tasks.
GitHub.com Administration: Understanding how to manage enterprise-level GitHub environments. This includes: Configuring organization settings for MyGoogleOrg.
Managing repository configurations (e.g., branch protection rules). Managing Role-Based Access Control (RBAC) and team permissions.
Terraform: Familiarity with Infrastructure as Code (IaC).
While they may not be writing complex modules from scratch, they should understand how infrastructure state is managed and be able to execute deployment commands.
Example expectation: Running terraform plan -out=MyInfraChange.tfplan and terraform apply to provision or repair infrastructure.