Technical Support Engineer
August 30, 2021
About the job
Providing first-line investigation and diagnosis
Logging all relevant incident/service request details, allocating categorization and prioritization along with tech and product team.
Following up till the closure of the incident with second and third line support
Setting with the different teams in the company the SLA and urgency level for tickets and request.
Coordinating with Product Development and Implementation teams to support product updates
Undertaking continuous improvement in the operation
Troubleshooting issues in the product (application and data), database, and logs to minimize the risk of disruptions
Creating / adding alerts to the raised issues for tracking.
Identifying opportunities that can improve the efficiency of the business and technical processes
Ensuring reviews are fully documented and actions are raised and fulfilled
Being involved in changes to the service operation tools, processes and working practices
Responsible for monitoring and responding to open tickets submitted through an incident management system, across several customers, escalating issues where appropriate and providing resolution to issues
Prioritize and handle service requests and incidents
3-4 years of experience as a application Support Engineer
Understanding Unix/Linux environment
Understanding of any relational DB e.g. PostgreSQL/MySQL/MSSQL
Good understanding of using bug tracking systems (e.g. Jira)
Good understanding of REST API
Critical thinker and problem-solving skills
Good time-management skills
Great interpersonal and communication skills.
Familiarity Containerization (Docker/K8s) experience is a plus.
Familiarity with monitoring and alerting tools (Grafana) is a plus
Familiarity with any scripting language (shell, js, python) is a great plus.