System Support Engineer

Designation: System Support Engineer

Years: 2-5 years

Location: Bangalore

About the role:

We are looking for experienced engineers who are well versed with end to end Linux System with a

strong L2 support orientation to join our Technical Operations team in Bangalore. In this role, you

will own the stability, performance, and security of our Linux-based systems, while also serving as a

key escalation point for customer-reported issues across our product portfolio.

You will follow defined SOPs to triage, diagnose, and resolve customer escalations in real time —

and when issues require deeper expertise, you will own a structured handoff to L3 engineering with

full context and documentation. This role sits at the intersection of technical operations and customer support, making it ideal for someone who combines strong technical depth with a service-first mindset.

Key Responsibilities

System Administration & Operations

• Install, configure, and maintain Ubuntu/Linux and RHEL/CentOS operating systems and

software packages.

• Monitor system performance, troubleshoot server issues, and ensure high availability and

reliability of Linux-based infrastructure.

• Perform regular server health checks, capacity planning, resource utilization monitoring, and

preventive maintenance.

• Perform OS patching, kernel updates, upgrades, and vulnerability remediation to maintain

system integrity.

• Support zero-downtime deployments, rolling updates, and release activities in production

environments.

Containerization & Virtualization

• Manage Docker environments — monitor containers, troubleshoot failures, and coordinate

issue resolution.

• Work on virtualization platforms (VMware/ESXi, VirtualBox) and basic cloud environments

(AWS/Azure).

Security & Compliance

• Implement and maintain security measures to protect Linux systems and ensure compliance

with industry standards.

• Manage user accounts, groups, permissions, SSH access, sudo privileges, and access

control policies.

• Configure and maintain network services: VPN, DNS, DHCP, SSH, firewalls, IDS,

filesystems, and authentication services.

Automation & Scripting

• Automate administrative and operational tasks using Bash/Shell scripting to reduce manual

intervention.

• Implement basic Power Automate flows for notifications and operational tasks.

• Configure Microsoft Teams webhooks for proactive infrastructure alerts.

Storage & Infrastructure

• Manage storage configurations: LVM, mounts, NFS shares, backup, and recovery

operations.

• Evaluate and recommend hardware/software upgrades for performance and scalability

improvements.

• Maintain server inventory, documentation, SOPs, troubleshooting guides, and operational

procedures.

Monitoring & Incident Management

• Monitor infrastructure and applications proactively using Nagios, Grafana, Prometheus,

and/or Zabbix.

• Respond to and resolve critical alerts within SLA timelines via Microsoft Teams and ticketing

platforms.

• Participate in incident management, root cause analysis (RCA), and problem management

activities.

• Perform log analysis and proactive monitoring to prevent outages and service degradation.

• Provide production support and participate in on-call/shift rotation.

Customer L2 Support & Escalation Handling

• Serve as the L2 point of contact for customer-raised issues escalated from L1/helpdesk —

owning triage, diagnosis, and resolution within agreed SLAs.

• Follow defined SOPs and runbooks to systematically investigate and resolve customer-

reported issues across infrastructure, application, and connectivity layers.

• Perform real-time triage of customer escalations: reproduce the issue, isolate the root cause,

and apply fixes or workarounds to restore service with minimal disruption.

• Communicate clearly and professionally with customers throughout the resolution process —

setting expectations, providing status updates, and confirming resolution.

• When issues cannot be resolved at L2, prepare a detailed escalation summary (symptoms,

steps taken, logs, hypothesis) and hand off to L3 engineering or product teams with full

context.

• Track all customer escalations end-to-end in Jira/ServiceNow — ensuring tickets are

updated, SLAs are met, and no issue falls through the cracks.

• Conduct post-resolution RCA for recurring or high-impact customer issues and document

findings in Confluence for future reference.

• Identify patterns in customer escalations across products and flag systemic issues to the

engineering or product teams proactively.

• Contribute to and maintain L2 SOPs, troubleshooting guides, and known issue databases to

improve first-call resolution rates over time.

Collaboration & Documentation

• Collaborate with DevOps, software, database, and network teams for application

compatibility and infra issues.

• Maintain system configurations, SOPs, and policies in Atlassian Confluence.

• Track incidents and update operational activities in Jira or ServiceNow.

• Generate reports on system health, performance, capacity, uptime, and security compliance.

Required Technical Skills

• Operating Systems Ubuntu Linux, RHEL / CentOS
• Containerization Docker administration, monitoring, troubleshooting
• Monitoring Tools Nagios, Grafana, Prometheus, Zabbix
• Scripting Bash / Shell scripting (mandatory), Python basics (advantage)
• Automation Power Automate workflows, Bash automation
• Networking TCP/IP, DNS, DHCP, SNMP, LDAP, SSH, VPN, Firewall management
• Storage LVM, NFS, SFTP, disk management, backup & recovery
• Virtualization ESXi / VMware, VirtualBox
• Cloud (Basic) AWS / Azure fundamentals
• Tools & Platforms Git (basic), Jira / ServiceNow, Atlassian Confluence
• L2 / Customer Support Customer escalation handling, SLA management, SOP-based triage, RCA documentation, L3 handoff
• Software Strong Python programming skills, Neo4j and JAVA – Added plus

Core Competencies

• Linux system administration across Ubuntu and RHEL/CentOS environments.

• Docker container management — deployment, monitoring, and production troubleshooting.

• Infrastructure monitoring and alerting using Nagios, Grafana, Prometheus, or Zabbix.

• Bash/Shell scripting for task automation and reducing manual operational overhead.

• Network services management: DNS, DHCP, VPN, SSH, firewalls, and LDAP.

• Storage administration: LVM, NFS, SFTP, disk management, and backup/recovery.

• OS patching, kernel updates, vulnerability remediation, and security hardening.

• Customer-facing L2 support: real-time triage of customer escalations, SOP-driven resolution,

and structured L3 handoff.

• ITSM ticket management: end-to-end ownership, SLA adherence, RCA documentation, and

known-issue knowledge base contribution.

• Incident management, RCA participation, and production on-call support.

Other Skills

• Strong analytical and troubleshooting ability for complex production and customer-reported

issues.

• Clear and professional communication with customers — setting expectations, giving

updates, and confirming resolution.

• High ownership and accountability across both infrastructure operations and customer

support.

• Good documentation discipline — SOPs, RCAs, runbooks, and known-issue logs.

Nice-to-Have Skills

• Hands-on exposure to cloud platforms (AWS or Azure).

• Familiarity with CI/CD pipelines and DevOps tooling.

• Linux certifications: RHCSA / RHCE.

• Networking certifications: CCNA.

• Hardware and infrastructure troubleshooting experience.