RT²

DevOps Engineer

• Help maintain and enhance production monitoring and notifications
• Improve reliability and quality of production systems
• Measure and help optimize system performance
• Work with delivery and other teams to identify points of potential failure and then work to help enhance and improve systems to mitigate
• Participate in capacity planning
• Create automation to improve deployment speed, testing, and responding to operational issues
• Work to meet service level objectives
• Help build runbooks, tools, and other supporting tools to improve incident response
• Monitor production systems and help manage incident response
• Participate in post mortems, document outages, steps to recovery, future mitigation strategies
• Work on both on-premises (data center) and cloud-based infrastructure (Azure)

Site Reliability Engineer

Support Engineer

• Provide technical assistance and support for incoming calls, email, and internal messaging inquiries in a timely manner
• Train customers in the use of our process, systems, and software
• Actively listen to clients to understand issues and concerns
• Make recommendations to improve the performance and quality of our software
• Walk customers through problem-solving process. Ask questions to determine nature of problem.
• Install, modify, and repair computer hardware and proprietary POS software.
• Support of all our internal and customer facing websites and applications
• Assist various departments with their questions and concerns; especially with those related to the installation, maintenance and training of proprietary software and equipment.
• Successful and timely completion of all daily work-tasks as assigned
• Provide corrective action to prevent callbacks
• Use of remote desktop software to resolve customer issues
• Track detailed information on client issues and resolutions
• Build rapport with customers and maintain positive and professional relationships
• Exhibit professionalism and superior phone etiquette, answering all customers with a focus on quality of message with cheerful demeanor.

Bilingual Client Support Technician

• Install, update, and maintain SQL Server database software across multiple versions (2012–2022).
• Manage database performance by developing protocols, monitoring systems, and resolving processing and programming issues.
• Implement database security policies and disaster recovery (DR) procedures to ensure data integrity and accessibility.
• Support database migrations from on-premises to cloud environments, with a focus on Azure databases and SQL in cloud/Azure.
• Design, implement, and maintain highly available and performant SQL Server and MySQL database systems.
• Monitor database health, performance, and capacity using industry-standard tools and custom scripts.
• Automate routine database operations and deployments using Infrastructure as Code (IaC) and CI/CD pipelines.
• Upgrade SQL Server versions and optimize systems for performance and reliability.
• Create and optimize queries, stored procedures, and indexing strategies.
• Maintain and administer SSAS, SSIS, and SSRS solutions for reporting and analytics.
• Provide guidance and support to developers, including schema design, code review, and query tuning.
• Collaborate with DevOps to install, configure, and manage SQL Server instances and databases in hybrid environments.
• Design, deploy, and maintain SQL Server availability groups across data centers.
• Develop and maintain database standards, documentation, and failover runbooks.
• Automate database maintenance tasks and processes to improve efficiency.
• Be available for on-call support to address urgent database issues.

Database Reliability Engineer

Security Engineer

• Lead day-to-day IT security operations, including endpoint protection, vulnerability assessments, and incident response.
• Mentor and support the growth and development of the Cyber Security Specialist on the team.
• Drive enhancements to patch management and vulnerability remediation strategies for laptops, servers, and cloud infrastructure.
• Partner with internal teams to design, implement, and refine security controls across systems, networks, and applications.
• Proactively monitor environments for abnormal activity, threats, and vulnerabilities using advanced SIEM tools and logs analysis.
• Conduct regular security audits and risk assessments and translate findings into actionable security roadmaps.
• Evaluate and implement new tools and technologies to strengthen RT²’s security framework.
• Collaborate on Single Sign-On (SSO) integration and identity access management initiatives.
• Ensure adherence to industry compliance standards such as SOC 1/2, PCI-DSS, ISO, CIS, and NIST.
• Manage and improve employee security awareness training, including phishing simulations and secure access education.
• Build and maintain comprehensive documentation of systems, protocols, and incident reports.
• Lead investigations and response plans for any real or suspected security breaches.
• Stay ahead of cybersecurity threats by participating in professional development opportunities, attending workshops, and tracking security trends.

Site Reliability Engineer

Bilingual Client Support Technician

Database Reliability Engineer

Senior Cyber Security Specialist