Role- Support Engineer – Web and Digital
Expected Years of Experience – 6-8 years
Purpose
- We are seeking an experienced Support Engineer with a strong background in TechOps to join our team.
- As a Support Engineer, you will play a crucial role in ensuring the smooth operation of our technical infrastructure and resolving complex technical issues.
- The ideal candidate should have a proven track record of supporting and maintaining critical systems, possess excellent problem-solving skills, and exhibit a deep understanding of various tech operations processes.
Key responsibilities
Responsibilities will include but will not be restricted to:
- Provide expert-level support and troubleshooting for technical issues related to the organization's systems, and applications. Respond promptly to incidents and ensure timely resolution, meeting service-level agreements (SLAs).
- Monitor the health of production systems, identify potential issues, and take proactive measures to maintain system stability and performance. Implement necessary upgrades and patches as required.
- Lead incident management efforts by identifying the root cause of critical incidents and coordinating with cross-functional teams to resolve them. Create detailed incident reports and follow up on preventive actions.
- Develop automation scripts and tools to streamline routine tasks, improve system efficiency, and reduce manual intervention.
- Maintain accurate and up-to-date documentation of system configurations, troubleshooting procedures, and other relevant technical information.
- Collaborate with cross-functional teams, including developers, system administrators, and DevOps, to enhance system performance and reliability.
- Identify areas for improvement in technical operations processes and suggest innovative solutions to enhance efficiency and reliability.
Technical and Qualitative requirements
- Bachelor’s degree in computer science, Information Technology, or related field.
- Proven experience as a Support Engineer or similar role with 6-8 years of experience in TechOps
- Strong knowledge of web technologies, including web servers (e.g., Apache, Nginx), CDNs, DNS, SSL/TLS, and HTTP/HTTPS protocols.
- Proficiency in scripting and automation using tools such as Python, Bash, PowerShell, or similar.
- Experience with cloud platforms (AWS, Azure, GCP) and containerization technologies (Docker, Kubernetes) is desirable.
- Solid understanding of incident management and problem-solving methodologies (ITIL, Agile, etc.).
- Familiarity with security best practices and a proactive approach to security management.
- Excellent communication and interpersonal skills to collaborate effectively with cross-functional teams.
- Ability to work under pressure and handle critical incidents with a sense of urgency.
- Certifications in relevant technologies and ITIL certifications are a plus.