Description

Associate Operations Engineer (Remote or Portland)

Position s ummary
The Associate Operations Engineer will provide superior third tier support to our partners. The Associate Op erations Engineer receives escalated technical issues from the Partner Support organization and is responsible for verifying, resolving, and determining the root-cause of partner reported issues. The individual in this position is required to have experience in resolving technical complex partner issues and as such must possess or have the ability to learn and apply, deep technical knowledge about NWEAs products, problem solving skills and experience in a customer support environment providing senior level technical support. This is a full-time position with competitive compensation and an outstanding benefits package. Candidates may work in our Portland, OR . headquarters or may work remotely from any location in the U.S.

Responsibilities

• Work with various NWEA teams to identify and track the steps necessary to resolve partner problems
• Monitor and communicate status of escalated partner problems and data operation requests
• Verify, classify, and determine root-cause of application related problems
• Respond to application incidents, resolve application problems, and maintain application related problem response procedures
• Provide ad-hoc query, data change and data movement tasks for various internal teams
• Provide high level support on escalated issues in a timely fashion
• Diagnose and resolve client issues that require in depth knowledge of the functionality of the product
• Work with development team to develop, design, and propose solutions to meet the technical needs of our partners
• Must be prepared , or have the acumen, to become the knowledge expert for some of the NWEA Products, infrastructure, and systems
• Responsible for accurate, timely logging of all support cases and escalation of problems where appropriate
• Develop support documentation and FAQs
• Build strong relationships with internal and external customers
• Respond to emergency operational needs which may require after hours support
• Perform special projects as required

Skills and abilities

• Advanced problem solving and technical troubleshooting skills
• Understanding of MS SQL, PostgreSQL, Mongo, and be able to query data from any of these sources
• Familiarity with programming and database design
• Demonstrated understanding of shell programming and scripting
• Attention to detail, organizational and time management skills
• Demonstrated ability to follow through with all tasks, promises and commitments
• Ability to communicate and work effectively within priorities
• Ability to advocate ideas and to objectively participate in design critiques
• Ability to work under tight timelines in a fast-paced environment
• Must be able to perform the physical and intellectual requirements of the role, with or without accommodation

Competencies

• Instill trust : gain the confidence and trust of others through honesty, integrity, and authenticity
• Communicate effectively : develop and deliver multi-mode communications that convey a clear understanding of the unique needs of different audiences
• Customer focus : build strong customer relationships and deliver customer-centric solutions
• Drive results : consistently achieve results, even under tough circumstances

Education and experience

• Minimum 1-3 years' experience in software production support or development environment
• Minimum B.S. degree in computer science or a related field; or an equivalent combination of experience and education will be considered in lieu of a degree
• Experience with one or more programming languages; experience in development of support-oriented applications

• Hands-on experience with SQL with ability to apply experience to PostgreSQL
• Experience with scripting languages such as Python, shell scripts, JavaScript /JSON
• Business Intelligence including analytics and reporting tool experience using BIRT/Jasper Reports/SSRS is a plus

About NWEA...
NWEA® is a research-based, not-for-profit organization that supports students and educators worldwide by creating assessment solutions that precisely measure growth and proficiency-and provide timely data to help tailor instruction. For more than 40 years, NWEA has developed innovative pre-K-12 assessments, including our flagship interim assessment, MAP® Growth™; our progress monitoring and skills mastery tool, MAP® Skills™; and our reading fluency and comprehension assessment, MAP® Reading Fluency™. Educators trust our professional learning offerings to accelerate student learning and our research to support assessment validity and data interpretation. More than 11 million students in 146 countries use our solutions to support their learning and growth each year.

What we can offer you....
At NWEA we not only offer a competitive base salary, we offer a 15% contribution of eligible employees' base salary to a defined contribution 403(b) retirement savings plan; career development opportunities; an awesome work culture and environment; we also offer industry leading benefits and perks that are focused on supporting our employees' holistic wellbeing. To learn more about what we can offer more, click here.

NWEA strives to make diversity, equity, inclusion, and accessibility (DEIA) practices the center of our work. Our organization's mission, Partnering to Help All Kids Learn, is the foundation for our DEIA commitment as we work to reflect, value, and support the educators, students, colleagues, and communities we serve. We seek to empower and engage all stakeholders in the research, services, solutions, and products we provide, our organizational culture, and the partnerships we establish with schools, districts, states, and countries.

NWEA endeavors to make www.nwea.org accessible to all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please call us at (503) 624-1951 or e-mail us at [email protected] and let us know the nature of your request, your location and your contact information. This is for accommodation requests only and cannot be used to inquire about the status of applications.

NWEA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please visit our website. If you'd like more information on your EEO rights under the law, please visit the EEOC website