Support Engineer

We are seeking a skilled and proactive Support Engineer to join our team. The Support Engineer will play a crucial role in providing Tier 2 support for our applications and infrastructure. The ideal candidate should have experience supporting applications and infrastructure in an AWS Cloud environment, possess strong troubleshooting skills, excel in incident management, and be willing to work in a shift-based schedule. This role requires flexibility in working hours to ensure 24/7 coverage.

Responsibilities:

•         Application and Infrastructure Support: Provide Tier 2 support for applications and infrastructure, ensuring timely resolution of incidents and requests.

•         Troubleshooting and Resolution: Utilize strong troubleshooting skills to identify and resolve technical issues in the AWS Cloud environment.

•         Incident Management: Contribute to the incident management process, ensuring incidents are properly documented, tracked, and escalated when necessary. Collaborate with cross-functional teams to coordinate incident response and resolution efforts.

•         AWS Cloud Expertise: Apply expertise in supporting applications and infrastructure in an AWS Cloud environment, leveraging best practices and efficient methodologies for our IOT Platform.

•         Communication: Communicate effectively with stakeholders, both technical and non-technical, providing timely updates and status reports on incidents and requests.

•         Documentation and Knowledge Base: Contribute to the development and improvement of support processes, documentation, and knowledge base articles.

•         Continuous Improvement: Actively seek opportunities for process improvements and automation to enhance operational efficiency and reduce manual effort.

•         On-call Support: Participate in the on-call rotation and adhere to SLAs for incident response and resolution.

•         Shift-based Schedule: Willingness to work in a shift-based schedule to ensure 24/7 coverage and support.

Qualifications and Skills:

•         Bachelors degree in computer science, Information Technology, or a related field.

•         Minimum of 3 years of experience in a similar role, providing support for applications and infrastructure.

•         Strong troubleshooting skills with a logical and systematic approach to problem-solving.

•         Experience supporting applications and infrastructure in an AWS Cloud environment.

•         Proficient in incident management processes and tools.

•         Excellent communication skills, both verbal and written, with the ability to convey technical concepts to a non-technical audience.

•         Familiarity with DevOps principles and continuous integration/continuous deployment (CI/CD) pipelines is desirable.

•         AWS certifications, such as AWS Certified SysOps Administrator or AWS Certified Solutions Architect, are a plus.

•         Knowledge of scripting languages (e.g., Python, Shell Scripting) and automation frameworks is a plus.

•         Ability to work effectively in a fast-paced and dynamic environment, managing multiple priorities and deadlines.