Overview / summary
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Mid-level technical support engineer responsible for resolving customer and operational issues, owning incidents through to resolution, improving runbooks and knowledge base, and driving reliability improvements and automation. Acts as an escalation point for L1 support, collaborates with engineering and product teams, and participates in on-call rotations.
Key responsibilities
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Respond to and resolve medium-to-high complexity incidents and service requests within defined SLAs; escalate appropriately.
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Triage, reproduce, and diagnose technical problems across applications, middleware, OS, networking, and databases.
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Own incident lifecycle: incident detection, communication, mitigation, RCA, and preventing recurrence.
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Create, update, and maintain runbooks, playbooks and knowledge-base articles to improve operational efficiency.
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Implement and contribute to monitoring, alerting, and automation to reduce manual toil.
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Support deployments, configuration changes and production rollouts; collaborate with DevOps and engineering during releases and post-release investigations.
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Provide timely, clear communications to customers and stakeholders during incidents and planned work.
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Mentor junior support engineers (L1 / Support Engineer I); lead small troubleshooting workshops and knowledge-sharing sessions.
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Track operational metrics and contribute to continuous improvement initiatives.
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Participate in on-call rotation and after-hours support as required.
Required qualifications & experience
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3+ years of experience in technical support, site reliability, operations, or a related role.
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Strong troubleshooting skills across Linux/Unix and/or Windows environments.
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Practical experience with SQL and common databases (e.g., MySQL, PostgreSQL, Oracle).
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Scripting experience (Python, Bash, PowerShell or similar) to automate tasks and build diagnostic tools.
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Familiarity with monitoring and logging tools (e.g., Prometheus, Grafana, ELK/EFK, Splunk, Nagios).
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Experience with ticketing and incident management tools (e.g., ServiceNow, Jira).
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Solid understanding of networking fundamentals (TCP/IP, DNS, load balancers, firewalls).
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Excellent written and verbal communication skills; experience interacting directly with customers.
Our Values
If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core Values
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
