Sr. Technical Support Engineer

Job Description

Qualification:

•       Bachelor's degree in Computer Science, Information Technology, or a related field.
  •       4+ years of experience in DevOps engineering.

Required Skill:

• Knowledge with Git and GitHub workflows
• Understanding of L1/L2 working with Rest APIs, API call, data pull from API etc. 
• Understanding of Agile or other rapid application development method
• Good knowledge of Python or other scripting language
• Working knowledge of databases and SQL
• Understanding of GCP or any other cloud platform with data engineering services.
• Problem-solving attitude
• Collaborative team spirit
• Strong problem-solving abilities with a focus on customer service.
• Proven ability to handle multiple tasks and prioritize effectively
• Excellent communication and collaboration skills.
• Ability to work with stakeholders to understand requirements and deliver solutions
• Flexibility willingness to pitch in where needed across program and team
• Experience with infrastructure as code, with Kubernetes and Kubernetes satellite technologies
• Coding experience beyond simple scripts - preferable in Java.

Good To have:
• Exposure to Infra level aspects of high scale event based distributed systems including Kafka, Cassandra & Postgres - including load balancing
• Experience with building custom command line tooling for automating the Infra decomm activities.
• Experience with CI/CD as code in a GitHub environment
• Experience with containerization
• Previous success in technical engineering
• Experience with monitoring large scale distributed systems with Open Telemetry, Splunk, Prometheus and Grafana

Roles & Responsibilities

Roles & Responsibilities: 

• Experience as a Technical support engineer or in a similar software engineering role
• Taking ownership of customer issues reported and seeing problems through to resolution
• Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Research and identify solutions to software and hardware issues
• Diagnose and troubleshoot technical issues, including account setup and network configuration
• Ask customers targeted questions to quickly understand the root of the problem
• Track computer system issues through to resolution, within agreed time limits
• Talk clients through a series of actions, either via phone, email or chat, until theyve solved a technical issue
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
• Provide prompt and accurate feedback to customers
• Refer to internal database or external resources to provide accurate tech solutions
• Ensure all issues are properly logged and tracked on timely fashion in ITSM or any other IT tool.
• Prioritize and manage several open issues at one time
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting
• Prepare accurate and timely reports
• Document technical knowledge in the form of notes and manuals
• Maintain jovial relationships with clients.