Support Engineer

Senior L1/L2 Support Engineer

Responsibilities

• Deliver production support by diagnosing and resolving technical issues in digital platforms, e-commerce, web, and mobile applications to ensure system stability and performance.
• Apply hands-on AWS Cloud expertise to manage cloud infrastructure and optimize cloud-native application architecture.
• Utilize knowledge of CDN technologies and content delivery architecture to enhance application responsiveness and availability.
• Monitor system health and performance using observability tools such as Datadog, New Relic, Dynatrace, AppDynamics, Grafana, and CloudWatch to proactively identify and address issues.
• Analyze logs with tools like Elasticsearch, Kibana, Splunk, and CloudWatch Logs to troubleshoot and resolve incidents efficiently.
• Manage APIs, microservices, web services, system integrations, authentication, and authorization to maintain secure and reliable operations.
• Employ Jira Service Management, ServiceNow, or similar ITSM tools to track incidents, problems, and changes, ensuring adherence to ITIL best practices.
• Conduct root cause analysis (RCA) and apply analytical thinking to prevent recurrence of issues.
• Implement Site Reliability Engineering (SRE) principles and operational best practices to improve system reliability and scalability.
• Communicate effectively with stakeholders during incident management to coordinate resolution and provide timely updates.
• Support 24x7 operations by participating in on-call rotations to maintain continuous service availability.

Preferred competencies and qualifications

• Experience in Application Support, Production Support, Technical Operations, or TechOps with 5+ years of relevant work.

Other Information

• Willingness to work in a 24x7 support and on-call environment.