Support Engineer

Our client is a technology company in the infrastructure-reliability space, helping enterprises keep modern infrastructure, AI workloads and hybrid clouds running reliably. Its customers depend on that reliability, so the support desk that answers them has to be fast and technically sharp.

Softelite Technologies is a software development company. You will be employed by Softelite and placed with one of our clients as part of a dedicated 24/7 support team.

Key responsibilities

• Monitor the Zendesk queue and answer inbound support calls; give every ticket or call a first response within 15 minutes.
• Triage each issue by severity and impact, and collect the details needed to act: logs, timestamps, affected cluster, node or VM.
• Troubleshoot Kubernetes issues with kubectl: pod and node status, events, logs, restarts, and failures such as CrashLoopBackOff, Pending and ImagePullBackOff.
• Troubleshoot virtual machines and Linux hosts: connectivity, disk, CPU, memory, services and log review.
• Resolve known issues using runbooks and the knowledge base, and follow documented procedures exactly.
• Escalate to L2/L3 with a complete summary (symptoms, steps tried, evidence) when an issue is beyond runbook scope.
• Keep customers updated in Zendesk and on calls until the issue is resolved or handed off.
• Write clear shift-handover notes so the next shift picks up open tickets without gaps.
• Flag SLA risks, repeat incidents and knowledge-base gaps to the team lead.

Must-have skills

Candidates without hands-on Kubernetes, VM and Linux experience will not be considered.

Kubernetes

Use kubectl to get, describe and read logs for pods, deployments, services and nodes; read cluster events; spot why a pod is failing; restart or scale a workload under a runbook; know namespaces, ConfigMaps and Secrets

Virtual machines

Check VM state, start, stop and reboot, reach the console or SSH, and diagnose network, disk and resource problems on VMware, KVM or cloud VMs (AWS, Azure or GCP)

Linux commands

Work fluently in the shell: ls, cd, cat, grep, awk, sed, tail, find, ps, top, df, du, free, ss or netstat, systemctl, journalctl, chmod, chown, ssh, curl, ping, dig, traceroute

Ticketing and calls

Work a queue in Zendesk or a similar tool, write clear updates, and handle live customer calls calmly

Communication

Fluent spoken and written English

Good-to-have skills and qualifications

• Docker and Helm; basic CI/CD awareness
• Monitoring tools such as Prometheus, Grafana or Datadog
• Basic networking: DNS, TCP/IP, load balancers, firewalls
• Bash or Python scripting for routine checks
• Certifications: CKA, CKAD, RHCSA, AWS Cloud Practitioner or Azure Fundamentals
• ITIL foundation and incident-management experience
• Exposure to AI or GPU workloads

Education: Bachelor's degree or diploma in Computer Science, IT or a related field, or equivalent practical experience.

What we look for in a person: calm under pressure, disciplined about SLAs, a clear communicator on calls and in writing, willing to follow runbooks, and honest about when to escalate.

Shift and working model

The support desk runs 24/7, covered by a team of eight. Each engineer works one shift at a time (about 9 hours, 5 days a week) on a rotation, with rotational weekly offs. Candidates must be comfortable with night and weekend shifts and must be reachable and online from the first minute of every shift, because of the 15-minute response SLA.

Pay: ₹352,000.00 - ₹680,000.00 per year

Shift availability:

• Overnight Shift (Required)

Work Location: In person