Technical Support Engineer

Mandatory skills: SQL, Shell scripting/Python, Linux/Unix

Role & responsibilities

-Monitor the critical applications and proactively notify whenever there is any deviation , to name a few like Kibana, Crashlytics, APM, Cloudwatch, Grafana etc.

- Should have good knowledge on SQL

- Open and track tickets through resolution and give summary reports to customers

- Diagnose software, hardware, networking and systems failures

- Basic knowledge of any programming language like python, java etc

- Execute resolutions to problems and follow standard practices

- Determine, record and work with team to revise current procedures to enhance customer satisfaction

- Develop troubleshooting tips and tools to use in diagnosis

- Develop best practices and guidelines for technical support

- Efficient handling of on-ground incidents

- Review Meeting with Internal & External stakeholders (weekly / Monthly).

- Following defined escalation path when needed

- Re-routing misdirected incidents that have not been handled in a timely manner

- Service Improvement Plans for Technology

- Work with Incident Resolution Team and respective SDMs / IT SPOCs for faster restoration of services

- Communicating across organizational boundaries - from engineers through to senior managers

- Adhering to defined internal & external SLAs

- Flexible to work in Evening and Night shift.

Preferred candidate profile:

- Ability to think logically

- Problem solving skills

- Basic knowledge of ITIL framework

- Basic knowledge on Agile methodology

- Experience in Python/Shell scripting.

- Networking Knowledge

- Basic knowledge on API and IOT

- Basic Knowledge on Atlassian Suite

- Communication and Stakeholder Management

- Handson experience in Kibana, Firebase, APM, Grafana

- Knowledge of OS Linux

Perks and benefits

Food, Health Insurance, on time Increment