Who You Are

• The ideal candidate should have meaningful technical proficiency with a minimum of 3 years of experience, possessing expertise in cloud environments (AWS and Azure), Linux server management, scripting (Python), database administration, and various DevOps tools and technologies, along with a strong understanding of Kubernetes and containerized applications.
• Experience with providing technical support and troubleshooting for cloud-based infrastructures in AWS and Azure environments.
• Hands-on management and maintenance of Linux servers and applications, ensuring their reliability, security, and performance.
• Knowledge in developing and maintaining scripts in Python to automate tasks and streamline processes.
• Experience handling MySQL and MongoDB databases, encompassing querying, analysis, and optimizing performance.
• Expertise in applying the ELK stack (Elasticsearch, Logstash, Kibana) for log management, analysis, and visualization.
• Proficiency in maintaining Kafka messaging services for real-time data processing and stream processing.
• Hands-on configuration and fix of messaging and networking protocols, including DNS, SMTP, SMPP, and others as needed.
• Collaboration with development teams to integrate applications and streamline code management using tools like Jenkins and GitHub.
• Proficiency in Kubernetes, including administration, deployment, troubleshooting, security best practices, and monitoring and logging tools like Prometheus, Grafana, and Fluentd.
• Providing additional support and expertise on SMS, RCS, and MMS channel protocols as needed.

Note: Requirement to work in rotational shifts to ensure comprehensive support coverage.

What You'll Do:

• As a Technical Support Engineer, your role will focus on maintaining existing IT systems, applications, and software, requiring proactive problem-solving abilities, excellent communication and interpersonal skills, and a commitment to delivering exceptional technical support to our clients.
• Responsible for the day-to-day maintenance of application systems in operation, including identifying and resolving application issues and addressing customer concerns, with the primary aim of ensuring seamless operation of the application or platform.
• Conduct root cause analysis for technical issues, communicate findings to management, and manage client relationships in collaboration with Infrastructure/Service Support team members.
• Leverage expertise in cloud technologies, particularly AWS and Azure, to optimize system performance, scalability, and reliability.
• Deploy regular code updates across all environments (Dev/QA/Staging) ensuring smooth transition and minimal downtime.
• Understand client business needs and prioritize tasks accordingly to meet business objectives.
• Diagnose problems, issues, and defects, and effectively communicate with customers to guide them through setup and usage of platform features and APIs.
• Delegate issues to downstream teams for deeper investigation when necessary, and coordinate with development teams to seek and devise solutions.
• Maintain documentation and playbooks related to support and system operations to ensure knowledge sharing and continuity.
• Coach and mentor less experienced team members, acting as a domain specialist to share knowledge and best practices.
• Work in a Change Management and Ticketing environment (e.g., JIRA, ServiceNow) to efficiently manage tasks and track progress.
• Proactively identify improvements as part of business as usual (BAU) work to address recurring issues, close monitoring gaps, and automate or reduce manual work.
• Demonstrated ability to collaborate effectively with cross-functional teams, including IT, SRE, and DevOps, to achieve common objectives and ensure seamless platform management and operations.
• Maintain a strong commitment to continuous learning and staying updated with emerging technologies and industry trends.