Associate Technical Support Engineer

Job Description

• Understanding of Java Ability to understand Java programs, code, logging, exception handling
• Knowledge of troubleshooting Java applications – Analyzing log files, exceptions, error, configuring log levels etc.
• Basic understanding of Unix/Linux
• Exposure of using any RDBMS –MySQL/PostgreSQL (connect using clients, querying)
• General operational expertise such as good troubleshooting skills, understanding of system’s capacity, bottlenecks, basics of memory, CPU, OS, storage, and networks
• Understanding of performance parameters and metrics – CPU, Memory, Heap
• Awareness to monitoring tools, utilities
• Strong verbal and written communication skills are mandatory
• Excellent analytical and problem solving skills are mandatory
• Prior working experience in production environments
• Solid troubleshooting abilities and able to work with a team to fix large production issues
• Open to work in shifts (24x7 rotational)
• Create run books & troubleshooting guides & knowledge base
• Manage customer calls and analyze issues reported by customer
• Should be capable of working independently & responsible for L1/L2/L3 Support
• Should work with complete ownership and handle all issues without missing SLA’s
• Work closely with engineering team and other team for productionizing new use cases, users
• Should be able to debug the issues and report appropriately in the ticketing system
• Handover the shift and circulate a daily report to stakeholders
• Good understanding of incident management process, tools and SLAs
• Ability to quickly ramp up on new technologies – Big Data, Cloud etc.

Roles & Responsibilities

• Understanding of Java – Ability to understand Java programs, code, logging, exception handling
• Knowledge of troubleshooting Java applications – Analyzing log files, exceptions, error, configuring log levels etc.
• Basic understanding of Unix/Linux
• Exposure of using any RDBMS –MySQL/PostgreSQL (connect using clients, querying)
• General operational expertise such as good troubleshooting skills, understanding of system’s capacity, bottlenecks, basics of memory, CPU, OS, storage, and networks
• Understanding of performance parameters and metrics – CPU, Memory, Heap
• Awareness to monitoring tools, utilities
• Strong verbal and written communication skills are mandatory
• Excellent analytical and problem solving skills are mandatory
• Prior working experience in production environments
• Solid troubleshooting abilities and able to work with a team to fix large production issues
• Open to work in shifts (24x7 rotational)
• Create run books & troubleshooting guides & knowledge base
• Manage customer calls and analyze issues reported by customer
• Should be capable of working independently & responsible for L1/L2/L3 Support
• Should work with complete ownership and handle all issues without missing SLA’s
• Work closely with engineering team and other team for productionizing new use cases, users
• Should be able to debug the issues and report appropriately in the ticketing system
• Handover the shift and circulate a daily report to stakeholders
• Good understanding of incident management process, tools and SLAs
• Ability to quickly ramp up on new technologies – Big Data, Cloud etc.