Via is using technology to transform transportation around the world. From changing a single person’s daily commute to reducing humanity’s collective environmental footprint — we’ve got huge goals.
As a full-time Incident Engineer you will join our Network Operations Center team, who monitors and maintains our network’s health around the clock. You will tackle real-time issues, prevent outages, and ensure our systems run smoothly—making a direct impact on the company’s performance and customer satisfaction. Your quick thinking and problem-solving will be vital in keeping our systems stable and driving Via's growth forward.
We don’t expect you to have all the required knowledge from day one. We’ll be happy to guide you through a structured orientation and training process to help you build the skills and expertise you need.
What You’ll Do
- Keep a close eye on Via’s services and servers, handle incidents quickly and professionally, to ensure high-level services availability and performance
- Monitor our global infrastructure, including cloud services, servers, applications, and real-time activities of operators, drivers, and riders across the world
- Manage internal communications, in order to update Via’s employees and management about any service degradation and changes of status, at any given time
- Work with various R&D teams to resolve complex issues
- Implement timely solutions to customer issues and escalate to other internal teams when needed
Who You Are
- Excellent communication skills in English (verbal and writing)
- A background in Computer Science / Engineering / Information Systems or similar areas
- At least 2 years experience with troubleshooting and providing Tier 2 support / IT Services support in a SaaS environment at a global company
- Able to work shifts, including nights and weekends.
- Highly service-oriented and emphatetic - A Must!
- Ability to work under pressure, in stressful situations, in a Production environment.
- Great sense of urgency, to be able to identify and triage incidents quickly
- A team player, who is excited about collaborating with others but also independent and able to “fly solo”
- Scripting/Programming knowledge (preferable Python and Bash)
What Catches Our Eye:
While not required, it would be a definite plus if you're already familiar with the following tools:
- Investigation querying logs and metrics in tools such as Coralogix, Logz.io, Application Insights or equivalent.
- Familiarity with Cloud concepts, especially with AWS Lambdas and CloudWatch.
- Experience working with any of these tools: Jenkins / GitLab / PagerDuty / JIRA / Sentry - Advantage
- SQL knowledge
What We Offer:
- Becoming part of a company that was awarded for its commitment to social good:
- Competitive compensation including stock options
- A hybrid working model and a spacious office near Chancery Lane, where you can enjoy weekly team lunches
- Comprehensive health scheme offered through AXA
Founded in 2012, Via pioneered the TransitTech category by using new technologies to develop public mobility systems — optimizing networks of buses, shuttles, wheelchair accessible vehicles, school buses, autonomous vehicles, and electric vehicles around the globe.
Building the world's most efficient, equitable, and sustainable transportation network for all passengers — including those with limited mobility, those without smartphones, and unbanked populations — Via works with its partners to lower the costs of public transit while providing transportation options that rival the convenience of a personal car while reducing environmental impact.
At the intersection of transportation and technology, Via is a visionary market leader that combines software innovation with sophisticated service design and operational expertise to fundamentally improve the way the world moves, providing technology in 650 communities and more than 35 countries and counting.
We are dedicated to building a diverse, inclusive and authentic workplace. If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles. All backgrounds, identities, and voices are welcomed and celebrated at Via.
Ready to join the ride?
Via is an equal opportunity employer.
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