This resource will be a part of an Entertainment Company, headquartered in Los Angeles, California. This role has the option to be 100% remote and can sit in different states of the U.S. but it is preferred that they’re local to the Los Angeles area. As the Abuse Operations Engineer Lead, this resource will be working with the rest of the team in efforts to protect internal platforms from external abusive digital behavior. This individual must be able to work independently and be proactive in all communications. They provide expert coordination and perform analysis and remediation of abuse for supported products and services, maintaining a high standard from diagnostics and communication while driving to complete resolution. They actively reduce operational effort by creating/improving automation or working with Software Engineering teams to improve self-healing and self-service tooling, documentation, and processes.
Required Skills & Experience
Oversee team(s) providing 1st and 2nd tier support and issue resolution.
Resolve advanced (tier 2) issues and provide advanced troubleshooting for escalations.
Provide Subject Matter Expertise to cross-functional teams on abuse issues, including strategy, issue troubleshooting, and product & tool requirements.
Drive continuous improvements to our products, tools, configurations, APIs and processes by sharing learnings, constructive feedback, and design input with internal technical teams and integrators.
Independently learn new technologies and master Line Nation ticketing platforms products and services to provide ‘full stack’ diagnostics to help determine the root cause of issues, and where appropriate help our integrators through their issues.
Perform periodic on-call duty as part of a global team monitoring the availability and performance of the ticketing systems and APIs used by third-party services, as well as the various internal services and systems on which these interfaces depend.
Ensure runbooks, resolution responses, internal processes and integration documentation are up to date and to a high standard suitable for internal stakeholder usage
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.