Rapid Response Engineer by Luis Ramos

Rapid Response Engineer

Luis Ramos

Technical Support Specialist

Cloud Infrastructure Architect

Fullstack Engineer

Datadog

Node.js

Retool

Orum (Remote) July 2024 - Present

Delivered immediate solutions for technical issues, developed Node.js/React features, optimized CI/CD, and maintained SLAs with secure workflows. Collaborated across teams, authored documentation, and ensured system reliability.

Rapid Response Operations:

Operated as part of Orum's Rapid Response (RR) team, a quick triage and fix unit akin to an Emergency Room in a hospital, providing immediate technical solutions to users.

Enabled and disabled toggle-able features, resolved user interface and backend errors and contributed to PagerDuty incident responses.

Cleared stuck inbound callback notifications, resolved challenges with ReDash queries, and removed suspensions.

Feature Development & Testing:

Coded, reviewed, and deployed new Node.js and React.js scripts to enhance application functionality and meet feature requirements.

Developed comprehensive unit tests using Jest to ensure code quality and robustness.

Debugged and optimized performance in CI/CD environments, ensuring smooth integration and deployment of new updates.

Team Principles & Workflows:

Ensured all #rr-support items were resolved, in progress, or escalated to tickets within 24 hours. Maintained a strict SLA of actioning tickets within 3 days.

Followed a structured escalation protocol, escalating issues requiring over 30 minutes of research to the RR ENG Team Leader or Engineering Manager.

Technical Tools & Expertise:

Leveraged Google Cloud SDK, Postgres.app, ngrok, Ruby, Node.js, Yarn, gRPC, and Git for debugging and development.

Utilized secure tools like 1Password, Git-crypt, and SSH for sensitive data handling and secure operations.

Collaboration & Knowledge Sharing:

Worked closely with support and engineering teams to resolve user issues and enhance system reliability.

Authored and maintained critical knowledge resources, including Orum Chrome extension documentation and guides on "enrichments."

Feature Development & Compliance:

Contributed to feature releases and validations, improving development processes with logging updates and QA testing.

Aligned operations with security standards using tools like Vanta and KnowBe4.

DevOps & Automation:

Streamlined workflows with Homebrew, Zsh, Bundler, Lefthook, and GPG. Established secure tunnels and automated processes with ngrok and Beyond Identity.

Customer & Operational Support:

Responded to and resolved customer inquiries, facilitated call history exports, and ensured accurate data integration for Gong.

Monitored #rr-support Slack channels, resolved escalated issues, and participated in weekly sync meetings for seamless team transitions.

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Delivered immediate solutions for technical issues, developed Node.js/React features, optimized CI/CD, and maintained SLAs with secure workflows.

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