Senior Technical Support Specialist

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Primary Responsibilities:

A Tech support Engineer is responsible for the availability, performance, monitoring, and incident response, among other things, of the platforms and services that our company runs and owns.

We must make sure that everything that goes to production complies with a set of general requirements like diagrams, dependencies of other services, monitoring and logging plans, backups, and possible high availability setups.

Even when the software complies with all the necessary requirements such as uncaught exceptions, hardware degradation, networking problems, latencies, high usage of resources, or slow responses from our services could happen at any time. We always need to be prepared and be ready to act.

Key Technical Skills What youll do:

Documenting incidents, runbooks, and incident response report

Writing postmortem report

Ensure proper logging, monitoring and alerting

Change management and maintain an Incident management system

Drive root cause analysis exercise for issues

Adopting Site Reliability Engineering practices in the group

Tailoring processes to manage time-sensitive issues and bring them to appropriate closure

Owning end-to-end availability and performance of mission-critical services and building

Automation to prevent the recurrence of the problem

Key Responsibilities:

Works with cross-product teams to ensure the high availability of the system

Experience in at least one of the following languages and willingness to learn new ones: Bash, PHP, Golang

Ability to identify system bottlenecks and recommend solutions to solve the availability issue

Proven expertise in system-level debugging

Working experience in building massively scalable high-performance services

Strong Linux systems knowledge

Guide new SRE engineers on aspects of system debugging

Hands-on experience working with AWS systems and components

List of tools we are using internally:

Thread Dump Analysis

Heap Dump Analysis

GC logs Analysis

Knowledge of Java Virtual Machine (JVM) tuning

Knowledge of Tomcat, IBM WAS and Weblogic

Multiple scripting/programming languages: PHP, GoLang, Scala

Monitoring: Grafana, ELK, AWS CloudWatch, and other internal tools

Documentation and Ticketing: Jira and Confluence