Support Engineer

Technical Support Engineers

You’ll be part of a 24x7 support team handling incident triage, log analysis, configuration fixes, and minor data operations through automated scripts.

Key Responsibilities

• Investigate and troubleshoot application and infrastructure issues raised by customers or internal monitoring.
• Analyze logs from

  AWS CloudWatch

  ,

  New Relic

  ,

  Sentry

  , and internal systems to identify root causes.
• Apply configuration and environment fixes using change management processes.
• Collaborate with backend and DevOps teams for escalation and deeper issue resolution.
• Write and maintain small

  Node.js or Python scripts

  for data updates, automation, and configuration management.
• Monitor system health, queues (AWS SQS), and application uptime.
• Maintain accurate documentation of incidents, RCA reports, and recurring patterns.
• Work in

  rotational day/night shifts

  to provide 24x7 coverage.

Required Skills & Experience

• 2–5 years

  of experience in Technical Support, DevOps Support, or SRE-related roles.
• Hands-on experience with AWS services like

  CloudWatch

  ,

  CodeBuild

  ,

  S3

  ,

  Lambda

  ,

  API Gateway

  , and

  SQS

  .
• Strong ability to read and interpret logs from CloudWatch, New Relic, or Sentry.
• Scripting experience with

  Node.js or Python

  — able to write utilities for log parsing, data updates, and automations.
• Familiarity with databases (

  MongoDB, PostgreSQL, or MySQL

  ).
• Excellent communication and customer-handling skills.
• Willingness to work

  rotational day and night shifts

  .

Nice-to-Have Skills

• Experience with observability tools (

  New Relic, Sentry, Grafana

  ).
• Exposure to CI/CD and deployment systems (

  GitHub Actions, AWS CodeBuild

  ).
• Familiarity with

  ticketing systems

  (Jira Service Management, Freshdesk, or Zendesk).
• Understanding of

  API integrations

  and troubleshooting RESTful services.
• Awareness of

  ITIL processes

  and incident management frameworks.

Soft Skills

• Strong analytical and structured problem-solving approach.
• Ownership mindset — sees issues through to resolution.
• Calm, professional demeanor during high-pressure incidents.
• Collaborative and cross-functional communication.

Shift Details

• 24x7 coverage

  with rotational day/night shifts.
• Typical rotation: 1 week day shift / 1 week night shift (flexible).
• Weekend availability as per rotation schedule.

Interested candidates can share their profiles at ayushim@northladder.com