Job
Description
In your role as an Application Support Engineer at JIFFY.ai, you will be responsible for ensuring operational excellence across customer-facing applications and backend services built on a modern microservices architecture. This hands-on position will require strong technical troubleshooting skills, familiarity with observability tools, and the ability to collaborate effectively with cloud infrastructure, SRE, and engineering teams. **Key Responsibilities:** - Act as the first responder for production issues raised by customers or monitoring systems. - Troubleshoot full-stack issues involving UI, APIs, backend microservices, and AWS cloud services (EKS, RDS, S3, etc.). - Participate in incident response, manage escalations, and contribute to root cause analysis (RCA) and documentation. - Coordinate with the engineering and DevOps teams to deploy fixes and enhancements. - Maintain and improve runbooks, knowledge base articles, and system health dashboards. - Support and monitor application performance, uptime, and health using tools like Grafana, Prometheus, and OpenSearch. - Proactively detect patterns of recurring issues and recommend long-term solutions or automation. - Assist in post-deployment validations, including environment-specific configurations. - Enforce budget controls per tenant/app based on customer SLAs and usage. - Conduct routine audits of: - App-level and user-level access controls - App backup jobs and restore tests - Application logs, alerting, and data retention - Support app-level backup validation and DR drills, ensuring recovery objectives are met (RTO/RPO). - Monitor and enforce availability targets in line with contractual SLAs. - Ensure change control processes are followed during critical deployments and rollback scenarios. - Collaborate in compliance reviews and audit readiness, maintaining proper operational evidence. **Qualifications Required:** - 2-3 years of experience in application support, cloud operations, or site reliability roles. - Experience debugging issues in microservices written in Go, Java, Node.js, or Python. - Strong understanding of web protocols (HTTP/S, REST APIs, JSON). - Familiarity with AWS services: EC2, RDS (Postgres), EKS, S3, IAM, ALB, and VPC. - Competence in Linux system administration, CLI-based debugging, and basic networking. - Hands-on experience with monitoring/logging tools: Grafana, Prometheus, OpenSearch, CloudWatch. - Excellent problem-solving and incident resolution skills. - Strong written and verbal communication, especially for reporting, documentation, and escalation handling. In your role at JIFFY.ai, you will have the opportunity to work with modern technologies, collaborate on-site at the Technopark office in Trivandrum, and be part of a learning-focused culture with technical mentorship and career development opportunities. In your role as an Application Support Engineer at JIFFY.ai, you will be responsible for ensuring operational excellence across customer-facing applications and backend services built on a modern microservices architecture. This hands-on position will require strong technical troubleshooting skills, familiarity with observability tools, and the ability to collaborate effectively with cloud infrastructure, SRE, and engineering teams. **Key Responsibilities:** - Act as the first responder for production issues raised by customers or monitoring systems. - Troubleshoot full-stack issues involving UI, APIs, backend microservices, and AWS cloud services (EKS, RDS, S3, etc.). - Participate in incident response, manage escalations, and contribute to root cause analysis (RCA) and documentation. - Coordinate with the engineering and DevOps teams to deploy fixes and enhancements. - Maintain and improve runbooks, knowledge base articles, and system health dashboards. - Support and monitor application performance, uptime, and health using tools like Grafana, Prometheus, and OpenSearch. - Proactively detect patterns of recurring issues and recommend long-term solutions or automation. - Assist in post-deployment validations, including environment-specific configurations. - Enforce budget controls per tenant/app based on customer SLAs and usage. - Conduct routine audits of: - App-level and user-level access controls - App backup jobs and restore tests - Application logs, alerting, and data retention - Support app-level backup validation and DR drills, ensuring recovery objectives are met (RTO/RPO). - Monitor and enforce availability targets in line with contractual SLAs. - Ensure change control processes are followed during critical deployments and rollback scenarios. - Collaborate in compliance reviews and audit readiness, maintaining proper operational evidence. **Qualifications Required:** - 2-3 years of experience in application support, cloud operations, or site reliability roles. - Experience debugging issues in microservices written in Go, Java, Node.js, or Python. - Strong understanding of web protoco
