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Associate Principal Technical Support Engineer

📅 Jun 17
Technical SupportTroubleshootingCustomer ServiceDocumentation

📜 Description

  • Identify, debug and troubleshoot break fix issues and take it to a resolution
  • Automate the proactive detection and prevention of SLA breaches, outages, and issues, before it impacts customers
  • Configure observability and monitoring platforms to send actionable alerts, and create automated SOPs for such alerts
  • Provide Level 4 support for the system within agreed service levels
  • Implement and manage the effectiveness of Incident, Service Request, Change and Problem management processes for the services area
  • Provide daily/weekly report for overall health of the cloud platform and effectiveness of automation, monitoring for incident prevention and resolution
  • Responsible for the maintenance of system configurations and process documentation, operating procedures, and infrastructure support documentation
  • Work closely with business teams and DevSecOps teams on for activities related to supporting the IAM service offerings

🛠️ Requirements

  • 10+ years Experience in a Software Support role.
  • Strong understanding of Cloud offerings - AWS or Azure preferred
  • Kubernetes, Applications, APIs)
  • Database : Extensive experience in database operations & SQL
  • Strong hands-on experience with Scripting (ex. Shell, Javascript, Python, Groovy)
  • Experience working with global Customers and strong customer focus
  • Excellent written and verbal communication skills
  • Knowledge of Application Performance Monitoring (APM) and Site Reliability Engineering(SRE)
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