Support Engineer

Required Skills:

• Mandatory Skills: AWS or Google Cloud or On-Premises with Linux
• Bachelor s degree in engineering or a related field
• Should have good written and verbal communication skills. (Mandatory)
• Should you have good experiences in cloud services management (AWS, Google Cloud andOn-Premises).
• Should have good knowledge in Jenkins, CICD, VMware, networking processes.
• Experience in Ansible is an added advantage.
• Proven technical support experience of at least 3 years supporting applications and a minimum of 2 year experience in L2 support
• Plan the shift hours and manage the resources.
• Ready to work on 24/7 shifts , weekends and other holidays as required by the business.
• Excellent written and verbal communication skills
• Passionate about learning and mastering new technologies and skills
• Applicants with a programming background are preferred.

Key Responsibilities:

• Investigate and identify the root cause of customer issues and drive resolutions across various teams
• Provide expert-level technical support and deal with issues escalated by junior support staff
• Manage customer issues related to the configuration, and operation of the product suite and cloud deployments on a timely basis
• Document defect and enhancement requests on behalf of customers
• Drive Post Mortem analysis for customer incidents and push for preventive measures to avoid future recurrence
• Give customers prompt and reliable updates related to the server.
• Work with internal teams in a consultative and supportive role
• Train teams/members on the nuances of applications using simulations when required
• Work as an advisor on the product best practices for better supportability