Senior Infrastructure Support Engineer

Ruggable is a leading direct-to-consumer e-commerce brand based in Los Angeles, California with an extraordinary track record of high, profitable growth. We pride ourselves on having an extremely loyal customer base and a talented team made up of genuinely caring people who take action and deliver results. We are venture-backed and own a patented washable rug design that's disrupting the home décor industry. Our mission is to empower our customers to live vibrantly with beautiful products that don't compromise on function. If you're passionate about consumer products, e-commerce, and high-growth start-ups, keep reading!

Ruggable is looking for a talented Sr. Infrastructure Support Engineer. This position will report directly to the Tech Ops Manager. As a Sr. Infrastructure Engineer at Ruggable you’ll have a key position within our global Tech Ops team supporting our production facilities and offices in North America, United Kingdom, Europe, and Australia. You will play a key role in supporting, improving, optimizing and securing our global hybrid server and network infrastructure. You will work with various teams across the company to ensure high systems availability and performance for a growing 24x7x365 production operation.

An ideal candidate will be comfortable working cross-functionally with a variety of  stakeholders at different operational levels and will have a demonstrated track record of collaboration with a variety of internal teams ranging from executives to production and warehousing teams; as well as external stakeholders and 3rd party vendors and contractors, electricians, system integrators, value added resellers, software vendors and managed service providers.

Our customers and the productivity of our Ruggable team members come first, so expect a focus on task prioritization, organization, and excellent written and verbal communication to be the standout qualities of a successful candidate.

This role will be a full-time onsite role, based out of our facilities in Torrance, CA and Gardena, CA. Full time on-site means Monday to Friday from 8am to 5pm with up to 25% travel to our other production facilities both domestically and internationally as needed.

• →Serve as an escalation point for the Tech Ops team, resolving complicated issues in our Production and Corporate environment(s).
• →Help design, implement, and support systems infrastructure to ensure production system availability for 24/7 manufacturing operations.
• →Install, configure and maintain computer hardware, software, systems, printers and scanners
• →Install, configure and maintain network and server equipment on-site
• →Install, configuring, and maintain endpoint and server operating systems; including Windows, MacOS and Linux.
• →Support both on-premise and cloud servers/networking in a high volume production environment
• →Work with the tech team to manage patching of servers and network devices.
• →Work with the tech team to build policies and procedures that maintain system and network availability for production operations
• →Identify and resolve incidents and problems promptly and effectively.
• →Resolve employee issues via phone call, instant message, and email
• →Provide on-site support to existing production operations
• →Provide remote support to users at home and in other locations around the world
• →Assisting with company-wide IT projects and initiatives
• →Adhere to defined process and change control but also provide input around areas for improvement.
• →Performs other related Sr. Infrastructure Support Engineer job duties as required.
• →Provide after-hours and weekend support on a defined monthly rotation for critical technology issues, ensuring minimal downtime for essential operations

• 3+ years working experience in Jr. Systems Administrator or Jr. Network Administrator, Sr. IT Support Technician, or equivalent role
• 3+ years supporting business networks, servers, and endpoints
• 3+ years administration experience with virtualized environment such as VMware,  Hyper-V, or Azure Virtual Machines
• Operational understanding of network configurations, IP addressing, common network protocols, and other standard networking concepts
• Experience working in a blended Windows, Mac and Linux environments
• Strong skills in diagnosing and root cause analysis of technical issues
• Must be available to work on-site at facility in Los Angeles, CA
• Up to 25% domestic and international travel to other facilities as needed
• Able to work overtime and weekends on a rotating schedule OR as-needed during emergencies
• Ability to work on assigned project tasks while maintaining daily operations
• Strong ability communicate technical issues to a non-technical crowd
• Strong written and verbal communication skills
• Self-motivated and driven to resolve tasks quickly
• Experience working with IT teams across different time zones
• Scrappiness and resourcefulness; not afraid to get your hands dirty and tackle problems
• Dedication to organization and best practices

• 3-5 years work experience at a Sr. level technical support role
• Experience working in a mixed Mac/Linux/Windows environment
• Scripting/Automation experience (Bash, Powershell, Ansible, Terraform, Chef, Puppet)
• Experience utilizing RMM/MDM tools (e.g.: Atera, Jamf, InTune, etc.)
• Experience managing identity and access through platforms such as Azure, GSuite, and Slack
• Wide format printer experience is a plus
• Manufacturing support operations experience is a plus