Staff Operations Engineer

HMH is a learning technology company committed to delivering connected solutions that engage learners, empower educators and improve student outcomes. As a leading provider of K–12 core curriculum, supplemental and intervention solutions, and professional learning services, HMH partners with educators and school districts to uncover solutions that unlock students’ potential and extend teachers’ capabilities.

HMH serves more than 50 million students and 4 million educators in 150 countries. For more information, visit www.hmhco.com

At HMH we are looking for experienced Staff Operations Engineer to join our team of support professionals in our Tier 3 customer support team. This is a team of engineers and operations specialists, within our Technology Solutions Group, working alongside software development, QE and Data Science teams.

We are looking for candidates who have a strong technical background, and a customer-focused approach to managing and solving problems for our customers. Working in a customer issue support team, you will focus on :-

• Tools & app development for our customer support platform
• Application issue triage & root-cause investigation
• ETL, cross-DB data analysis & scripting
• App log tracking, app monitoring and performance analysis
• Working across engineering development teams to identify key trends and help develop solutions to known problems.

The Senior Support Engineer is the primary owner for support of our key platform applications, working with a diverse Software Development organization comprising onsite development staff and offshore support teams. We expect you to interface directly with development and support teams, and operate independently in that environment, as well as working with our customer-facing teams to ensure we provide a responsive, reliable support service.

Requirements:

• Educated to Associate Degree level
• 8 to 14 years of experience in an Engineering environment. Experience in software development & application support

• Experience in software and/or database development:
• Required:
• React, Next.js, JavaScript, TypeScript, Python, PostgreSQL and/or MySQL
• Strong understanding of APIs, including how applications integrate with and consume APIs
• Hands-on experience deploying applications and supporting/managing them in deployed environments
• Desirable:
• Experience with Kubernetes and/or GitHub Actions, including CI/CD and deployment workflows
• Experience with Java or Java frameworks, would be an advantage working alongside Java development and maintenance teams
• Strong understanding of modern web application development, including component-based frontend development, APIs, system integrations and modern application architecture
• Familiarity with containerised applications and modern software delivery practices
• Experience working with Agile, Kanban and/or ITIL processes and tools such as Jira and Confluence
• Familiarity with AI tools and concepts used within the software development lifecycle

The Information Technology organization is transforming to realize our mission: Become a leader in HMH’s digital transformation, and as a strategic partner, innovate and deliver highest value, competitive advantage solutions across all corporate and business functions. Our ambition is to be a digital leader through innovation and develop and deliver leading edge technology such as robotic process automation and artificial intelligence to solve some of HMH’s greatest operational business challenges. Our professionals will have business relevant skills to connect our HMH partners to technologies that propel the businesses to deliver the greatest value for HMH and our customers.

We are building a team of IT professionals with an insatiable appetite to learn, a relentless focus on customer service, a technological curiosity toward future possibilities, and a creativity in solving business challenges with leading technologies. Our team will find ways to work together, create a sense of community where it’s safe to take risks and learn together, develop our careers, and all have an opportunity to work on new technologies. We will work together, learn together and have fun together. As a team, we will lead HMH’s digital transformation.