Ubona - Product Support Engineer (3-5 yrs)

Job Description :

We are looking for a Product Support Engineer who will be responsible for driving the entire service lifecycle of our products, including deployment, configuration, incident management, capacity management, performance tuning, and troubleshooting.

This role requires managing software and application environments in a 24x7 operational environment, ensuring timely response, resolution, and restoration of services in line with SLAs.

You will collaborate with cross-functional teams to address customer issues, provide technical support, and improve service delivery processes.

Key Responsibilities :

- Own and manage the complete lifecycle of the product, including deployment, configuration, incident management, accounting, capacity management, and performance tuning.

- Ensure that all deployed products run smoothly, and handle all aspects of their service management, from initial setup to ongoing monitoring and troubleshooting.

- Ensure the product's performance is continually optimized and in compliance with operational requirements.

- Provide timely response and resolution to customer incidents, adhering to Service Level Agreements (SLAs) in a 24x7 operational environment.

- Act as the primary point of contact for technical and operational issues, working closely with internal teams to investigate, troubleshoot, and resolve issues.

- Perform Root Cause Analysis (RCA) on incidents, ensuring incidents are fully understood, documented, and preventative actions are implemented.

- Restore technical services, minimize downtime, and mitigate issues to prevent service disruption.

- Debug, troubleshoot, and test software and application issues in both development and production environments.

- Use log analysis, debugging tools, and other diagnostic resources to identify root causes of issues.

- Provide efficient resolutions for both simple and complex issues that affect service delivery.

- Contribute to the creation and maintenance of internal knowledge bases and documentation related to application support improvements, known issues, and best practices.

- Document troubleshooting procedures, technical solutions, and incident resolutions for continuous improvement and knowledge sharing.

- Actively participate in the continuous improvement of processes and tools used in the product support cycle.

- Manage and monitor software environments hosted on public cloud platforms such as AWS and Azure, ensuring stability, security, and performance.

- Work with cloud infrastructure teams to perform regular updates and manage the scaling of cloud-based services.

- Troubleshoot issues related to cloud deployments and optimize cloud environments to ensure consistent and optimal performance.

- Manage MySQL databases, including query optimization and tuning, ensuring high performance and reliability of database-driven applications.

- Perform routine database checks, backups, and restores as required.

- Analyze and optimize complex queries, contributing to overall system performance improvement.

Experience :

- Minimum of 3+ years of experience managing Java-based services in Linux environments, with a focus on Apache and MySQL.

- Experience managing software environments on public cloud platforms such as AWS and Azure.

- Hands-on experience with MySQL, including query optimization and database performance management.

- Experience writing complex BASH scripts and using Shell or Python scripting for automation and troubleshooting.

Technical Skills :

- Strong understanding of incident management, with experience in troubleshooting and resolving technical and operational issues in a 24x7 support environment.

- Ability to access and analyze data from logs and monitoring tools (e.g, Prometheus, Grafana, Splunk).

- Familiarity with cloud infrastructure management, particularly with AWS and Azure environments.

- Knowledge of performance tuning and capacity management practices for large-scale applications.

- Experience in debugging, troubleshooting, and testing issues in production environments