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

See also