Technical Support Engineer

About the Role :

Technical Support Engineer

Key Responsibilities :

• Provide L0 and L1 support for internal and external systems, tools, and platforms.
• Perform first-level debugging through logs, databases, and monitoring dashboards.
• Analyze system and application logs to identify root causes of issues.
• Automate repetitive support tasks using scripts (Bash, Python, Shell, PowerShell).
• Create and maintain support playbooks and runbooks.
• Handle ticket triaging and escalate to engineering or DevOps teams with proper diagnostics.
• Work closely with QA, Infra, and Product teams to validate fixes and assist in deployment support.
• Manage access requests, basic configuration changes, and environment validations.
• Proactively monitor alerts and take preventive actions before issues impact business.

Required Skills :

• 2–5 years in technical support, application support, or system operations roles.
• Strong hands-on knowledge of Linux/Unix and CLI tools.
• Experience with writing and maintaining basic scripts (Bash, Python, Shell).
• Working knowledge of system monitoring tools (e.g., Grafana, Kibana, CloudWatch, Prometheus).
• Understanding of REST APIs, HTTP error codes, and debugging tools like Postman or curl.
• SQL proficiency to query logs and verify data issues.
• Comfortable with log analysis using ELK stack or similar tools.
• Familiarity with ticketing systems like JIRA, Zendesk, or Freshdesk.

Bonus Skills :

• Experience supporting microservices or distributed systems.
• Awareness of CI/CD pipelines and basic deployment concepts.
• Knowledge of containerized environments (Docker, Kubernetes).
• Experience in working with cloud environments (AWS, GCP, Azure).