Principal Support Engineer - 1

Role Title: Principal Support Engineer - 1

Key Responsibilities:

• Technical Leadership:
• Provide guidance and mentorship to the support team.
• Act as the primary escalation point for high-priority incidents and complex technical challenges.
• System Support and Troubleshooting:
• Diagnose, troubleshoot, and resolve complex system and application-level issues.
• Collaborate with developers, DevOps, and product teams to ensure prompt issue resolution.
• Performance Optimization:
• Monitor system performance and recommend improvements to enhance reliability and scalability.
• Ensure adherence to SLAs for issue resolution and system uptime.
• Process Improvement:
• Develop and document best practices, troubleshooting procedures, and workflows.
• Implement tools and automation to enhance support efficiency.
• Stakeholder Collaboration:
• Partner with internal and external stakeholders to understand and address their technical needs.
• Provide clear and consistent communication during incident resolution.

Required Qualifications:

• Education: Bachelors degree in Computer Science, Information Technology, or a related field.
• Experience:
• 5+ years of experience in a technical support or system engineering role.
• Proven expertise in resolving complex production issues in high-pressure environments.
• Technical Skills:
• Strong understanding of cloud platforms (AWS, Azure, or GCP).
• Hands-on experience with scripting languages like Python, Shell, or Bash.
• Knowledge of database systems (SQL/NoSQL) and application monitoring tools (Grafana, New Relic, or similar).
• Familiarity with DevOps tools like Docker, Kubernetes, and CI/CD pipelines is a plus.
• Soft Skills:
• Excellent analytical and problem-solving skills.
• Strong communication and interpersonal abilities.
• Ability to multitask and prioritize effectively in a fast-paced environment.