Technical Support Engineer

Job Description

Mandatory skills: SQL, Shell scripting/Python, Linux/Unix Role & responsibilities -Monitor the critical applications and proactively notify whenever there is any deviation , to name a few like Kibana, Crashlytics, APM, Cloudwatch, Grafana etc. - Should have good knowledge on SQL - Open and track tickets through resolution and give summary reports to customers - Diagnose software, hardware, networking and systems failures - Basic knowledge of any programming language like python, java etc - Execute resolutions to problems and follow standard practices - Determine, record and work with team to revise current procedures to enhance customer satisfaction - Develop troubleshooting tips and tools to use in diagnosis - Develop best practices and guidelines for technical support - Efficient handling of on-ground incidents - Review Meeting with Internal & External stakeholders (weekly / Monthly). - Following defined escalation path when needed - Re-routing misdirected incidents that have not been handled in a timely manner - Service Improvement Plans for Technology - Work with Incident Resolution Team and respective SDMs / IT SPOCs for faster restoration of services - Communicating across organizational boundaries - from engineers through to senior managers - Adhering to defined internal & external SLAs - Flexible to work in Evening and Night shift. Preferred candidate profile: - Ability to think logically - Problem solving skills - Basic knowledge of ITIL framework - Basic knowledge on Agile methodology - Experience in Python/Shell scripting. - Networking Knowledge - Basic knowledge on API and IOT - Basic Knowledge on Atlassian Suite - Communication and Stakeholder Management - Handson experience in Kibana, Firebase, APM, Grafana - Knowledge of OS Linux Perks and benefits Food, Health Insurance, on time Increment