Customer Support Engineer - Level 2

We are hiring two experienced and capable Customer Support Engineers to join our global Customer Support & Managed Services team . This role is focused on the operational excellence of a business-critical telecom platform spanning applications, cloud infrastructure, and high-performance databases. This is a hands-on engineering position where deep Linux expertise is the foundation, complemented by practical experience in AWS, containerized environments (Kubernetes), databases, and CI/CD tooling. You will be responsible for supporting and operating multiple customer deployments of the platform, delivered in a range of models including on-premise installations , cloud-hosted environments (AWS EC2, RDS, etc.), and SaaS deployments on Kubernetes/EKS. This diversity requires adaptability and broad technical troubleshooting skills across application, infrastructure, and database layers.

You will work across the full stack to monitor, troubleshoot, maintain, and improve a complex, production-grade environment under strict SLA and uptime requirements.

This is an in house role from our Pune office reporting to the Director Operations, Customer Support.

Responsibilities:

• Managed Services & Customer Support Service Desk – act as a key point of contact for ongoing platform operations and customer-reported issues, resolving and escalating platform issues as needed
• Perform proactive solution monitoring through alerts, thresholds, logs, and usage metrics
• Respond swiftly to platform incidents; lead root cause analysis and implement countermeasures
• Provide 2nd and 3rd level support for technical issues spanning application, infrastructure, and database layers
• Participate in daily operations and scheduled maintenance across the full stack
• Work collaboratively with internal teams (Development, Cloud, DBA, QA) to troubleshoot and resolve complex issues
• Contribute to improving reliability through automation, monitoring, and preventive actions
• Ensure operational processes and procedures follow security and change control best practices
Participate in recurrent and ad-hoc customer meetings related to Managed Services & Customer Support

Qualifications & Experience:

• Minimum 5 years of documented, hands-on experience in Linux system administration and operations is required. You must be highly proficient in daily use of the Linux CLI and demonstrate deep knowledge and strong troubleshooting skills of system internals, including processes, memory management, file systems, permissions, service management, log analysis, system/service tuning, and scripting (Bash/Python).
• Hands-on experience with AWS core services including EC2, S3, VPC, IAM, CloudWatch, and ELB; able to deploy, monitor, and troubleshoot workloads in production cloud environments
• Practical experience with Docker and container orchestration platforms such as Kubernetes, including creating/managing images, working with volumes, and understanding deployments and services
• Familiarity with CI/CD pipelines using Jenkins, GitLab CI, or GitHub Actions; understanding of version control (Git) and automation of deployment workflows
• Operational knowledge of relational databases, especially PostgreSQL and Oracle, including basic administration, query analysis, backups, and performance monitoring
• Experience supporting complex application stacks, ideally Java-based platforms, with ability to investigate logs, trace issues, and communicate effectively with development teams
• Basic to intermediate knowledge of networking fundamentals, including TCP/IP, DNS, routing, firewalls, and load balancers, relevant to application and infrastructure troubleshooting
• Bachelor’s or master’s degree in computer science, Information Technology, or a related field – or equivalent hands-on experience with demonstrable technical proficiency
  
Should be eligible to work in India without sponsorship

Preferred Qualifications

• AWS Certified (Associate or Professional level) or other relevant cloud certifications
• RHCE, CKA, or other advanced Linux/Kubernetes certifications
• Experience with Infrastructure as Code (Terraform, CloudFormation, or Ansible)
• Exposure to observability stacks (Prometheus, Grafana, ELK/EFK, CloudWatch metrics/logs)
Familiarity with ITIL or ISO-based support models for enterprise customers

What we offer:

• Opportunity for growth and advancement
• Great team atmosphere
• Opportunity to leave your mark through the delivery of innovative ideas to the team
Work for a stable and established company

About Us:

Enghouse Systems is a global provider of customer engagement solutions. Our innovative software and services enable businesses to effectively communicate, collaborate, and connect with their customers. With a strong commitment to technological excellence, Enghouse Systems is at the forefront of creating cutting-edge products that empower organizations to deliver exceptional customer experiences.

Meet the team!

We appreciate the enthusiasm of all applicants, and while we thank you for your interest, only those selected for an interview will be contacted. Enghouse is proud to be an equal-opportunity employer, ensuring that all applicants are considered without discrimination, and accommodations will be provided upon request during the hiring process. Ready to revolutionize the future with us? Apply now!

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