Associate Platform Support Engineer

Platform Support Engineer

Customer Reliability - Chicago, IL - Full Time 

*Please note, this position is based out of our Chicago office.*

We offer a flexible working policy that supports the health and well-being of our iManage employees. As an organization, we value collaborating and learning from our peers in person, while providing the necessary flexibility for our employees to have a meaningful work-life balance. Please reach out to learn more.  

Being a Platform Support Engineer at iManage means…
You’re a data driven problem solver with experiencing triaging issues at scale. You are an expert at explaining complex technical problems to a variety of audiences. You are a passionate customer advocate and work proactively to anticipate and address or raise visibility to problems in a data driven way.

The Platform Support role sits within the Customer Reliability team.  The Customer Reliability team is expert in consumption and reliability of the iManage Cloud platform across services and interfaces (first party & partner).

They guide the way we anticipate, communicate, and react to reliability issues while driving iterative improvements across products & services internally and externally.

When there are multi-faceted reliability problems, which don’t fit existing constructs, they engage as a customer advocate to guide data driven decision making and wholistic improvements across the platform based on lessons learned.

iM Responsible For…

• Developing and maintaining a deep technical knowledge of our iManage platform services
• Collaborating with customer-facing, product, and infrastructure teams on the development and deployment of scalable, reliable software for our customers
• Proactively assisting internal teams and customers to avoid or reduce problem occurrence
• Conducting incident management and contributing to associated retrospective/postmortem as needed and providing feedback to teams for product improvement and reliability  
• Working cross functionally with product, eng, and sre on enhancements to our platforms monitoring capabilities across all products
• Advocating for users and stakeholders by exposing friction and reliability concerns within the products that also drive pain for customer service
• Identifying and mitigating reliability risks 
• Utilizing data to be a leader in continuous improvement

iM Qualified Because I Have…

• A Bachelor’s degree in computer science or information technology
• Ability to distill and communicate highly complex issues for a non-technical audience
• Exposure to distributed cloud service technologies
• Experience with debugging and utilizing REST APIs for data analysis or manipulation
• Familiarity with log aggregation and monitoring tools (Kibana, Splunk, Grafana)
• Passion for technology, solving challenging problems, and a development mindset

Don't meet every qualification listed above? Studies show that women and people of color are less likely to apply to jobs unless they meet all qualifications. At iManage, we are committed to building a diverse and inclusive environment, and encourage everyone to show up as their full authentic selves. We welcome those that come with a growth mindset and a hunger for learning; so, if you are excited about this role but your past experience doesn't align perfectly with every qualification we encourage you to apply anyways! 

iM Getting To… 

• Join a supportive, experienced team with an inclusive, encouraging, and vibrant culture. 
• Join an innovative, industry leading SaaS company that is continuing to grow & scale! 
• Learn new skills and earn certifications with access to unlimited courses in LinkedIn Learning. 
• Own my career path with our internal development framework. Ask us more about this! 
• Focus on impactful work, solving complex, real challenges utilizing the latest technologies and protocols.  
• Collaborate in a modern open plan workspace, with a gaming area, free snacks, drinks and regular social events. 
• Have flexible work hours that allow me to balance my ‘me time’ with my work commitments.

• Creating an inclusive environment where I can help shape the culture not just by fitting in, but by adding to it. 
• Providing a market competitive salary that is applied through a consistent process, equitable for all our employees, and regularly reviewed based on industry data. 
• Rewarding me with an annual performance-based bonus. 
• Offering comprehensive Health/Vision/Dental/Life Insurance, and a 401k Retirement Savings Plan with a company match up to 4%.  
• Giving access to HealthJoy, a healthcare concierge service, to help me maximize my health benefits. 
• Granting enhanced leave for expecting parents; 20 weeks 100% paid for primary leave, and 10 weeks 100% paid for secondary leave.  
• Providing me with a flexible time off policy to take the time off that I need. Be it for vacation, volunteering, celebrating holidays, spending time with family, or simply taking time to recharge and reset. 
• Caring for my mental health and well-being with multiple company wellness days and free access to the Healthy Minds app for mindfulness, meditation and more. 

About iManage… 

iManage is dedicated to Making Knowledge WorkTM.  Over one million professionals across 65+ countries rely on our intelligent, cloud-enabled, secure knowledge work platform to uncover and activate the knowledge that exists inside their business content and communications.   

We are continuously innovating to solve the most complex professional challenges and enable better business outcomes; Our work is not always easy but it is ambitious and rewarding.  

So we’re looking for people who love a challenge. People who are happiest when they’re solving problems and collaborating with the industry’s best and brightest. That’s the iManage way. It’s how we do things that might appear impossible. How we develop our employees’ strengths and unlock their potential. How we find meaning in everything we do.  

Whoever you are, whatever you do, however you work. Make it mean something at iManage. 

iManage provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.  

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. 

Learn more at: www.imanage.com  

Please see our privacy statement for more information on how we handle your personal data: https://imanage.com/privacy-policy/  

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