Technical Operations Center Engineer

Tential Solutions; Austin (TX); On-site; USD 120,000 - 160,000; Full time

Job summary

Tential Solutions in Austin, TX, is seeking a Technical Operations Center Engineer to join our 24/7 team. You will act as a primary escalation point for the Junior TOC team and ensure high availability, performance, and reliability of our global game infrastructure.

You will lead automation efforts, document configurations, and collaborate with SREs to onboard new solutions, troubleshoot complex issues, and maintain rigorous standards for uptime and service quality.

Qualifications

• Experience in incident management for production systems or networks.
• Strong automation mindset with focus on reducing toil and improving reliability.
• Excellent written and verbal communication in English with technical teams and leadership.

Responsibilities

• Act as a key escalation point for production applications, systems, and cloud infrastructure.
• Maintain global infrastructure across on-premise and cloud environments.
• Lead automation strategies to improve efficiency and system performance.
• Collaborate with SRE teams to onboard and implement new technical solutions.
• Ensure uptime and performance standards for a seamless gaming experience.
• Diagnose and resolve high-level technical issues in production networks and systems.
• Document operational activities and configurations for audits and compliance.
• Oversee resolution of technical service requests and user-submitted tickets.

Skills

Incident management

Automation & SRE

Cloud (AWS)

Linux administration

English communication

Tools

Terraform

Ansible

Puppet

Docker/Kubernetes

Job description

What We Need

We are seeking a highly motivated Technical Operations (TOC) Engineer to join our 24/7 Technical Operations Center team. This role is a vital part of our live service operations, serving as a primary escalation point for the Junior TOC team and remaining critical for maintaining the high availability, performance, and reliability of our global game infrastructure.

The ideal candidate is a composed professional with deep technical expertise in incident, problem, and service request management. While you possess the interpersonal skills to lead during a crisis, your focus will be on the technical architecture, comprehensive documentation, and advanced automation of our operational workfl ows. You must be a strong troubleshooter with a significant bias toward automation to ensure our studios and global community enjoy an uninterrupted experience.

What You Will Do

• Technical Escalation: Act as a key escalation point for both expected and unexpected events involving production applications, systems, and cloud infrastructure.
• Infrastructure Maintenance: Maintain our global infrastructure across both on-premise and public cloud platforms.
• Automation Leadership: Propose and implement complex automation strategies to improve overall efficiency and system performance.
• SRE Collaboration: Work closely with Site Reliability Engineering (SRE) teams to onboard and implement innovative technical solutions.
• Performance Standards: Ensure uptime and performance standards are met for a seamless gaming experience.
• Advanced Troubleshooting: Diagnose and resolve high-level technical issues involving production networks and system operations.
• Documentation & Audit: Ensure all operational activities and technical configurations are thoroughly documented and remain compliant with audits.
• Service Fulfi llment: Oversee the resolution of technical service requests and user-submitted tickets, ensuring a high level of customer service.

Who You Are

• Experienced: You have 3+ years in large-scale production networks or systems operations, with a strong grasp of reliability engineering principles.
• Collaborative Communicator: You are able to communicate complex concepts clearly in English, whether with technical staff or senior management.
• Adaptable and Agile: You can support a globally distributed team, quickly adapt to new tools, and embrace changes in a dynamic environment.
• Continuous Learner: You are deeply interested in learning and implementing new technologies and architectural concepts.
• Customer Centric: You always put the needs of the customer fi rst and think about problems and requests through the lens of the end user.

Technical Stack & Preferred Skills

• Public Cloud Providers: Expert-level knowledge of AWS. (GCP and Azure a plus)
• Operating Systems: Advanced administration of Linux and Windows in production environments.
• Virtualized Environments: Deep experience with VMware required. Other virtualization platforms (Proxmox, KVM, Hyper-V, and WSL) are a plus
• Infrastructure as Code (IaC): Deep familiarity with Terraform, Ansible, Puppet, and Pulumi.
• Networking: Expertise in protocols, firewall permissions, and advanced network triage.
• Passion for Full Stack: You are passionate about learning the full stack including pursuing formal training and certifications.

#DICE