Senior Technical Support Specialist

Title: Senior Technical Specialist – L3 Technical Support Engineer

Experience: 6 – 10 years

Designation: Senior Technical Specialist

Education: Graduate/Post-Graduate

Location: Mumbai (on-site)

Functions: IT

Job type: Permanent

Industry: Information Technology and Consulting Services

Primary Responsibilities:

• A Tech support Engineer is responsible for the availability, performance, monitoring, and incident response, among other things, of the platforms and services that our company runs and owns.

• We must make sure that everything that goes to production complies with a set of general requirements like diagrams, dependencies of other services, monitoring and logging plans, backups, and possible high availability setups.

• Even when the software complies with all the necessary requirements such as uncaught exceptions, hardware degradation, networking problems, latencies, high usage of resources, or slow responses from our services could happen at any time. We always need to be prepared and be ready to act.

Key Technical Skills – What you’ll do:

• Documenting incidents, runbooks, and incident response report

• Writing postmortem report

• Ensure proper logging, monitoring and alerting

• Change management and maintain an Incident management system

• Drive root cause analysis exercise for issues

• Adopting Site Reliability Engineering practices in the group

• Tailoring processes to manage time-sensitive issues and bring them to appropriate closure

• Owning end-to-end availability and performance of mission-critical services and building

• Automation to prevent the recurrence of the problem

Key Responsibilities:

• Works with cross-product teams to ensure the high availability of the system

• Experience in at least one of the following languages and willingness to learn new ones: Bash, PHP, Golang

• Ability to identify system bottlenecks and recommend solutions to solve the availability issue

• Proven expertise in system-level debugging

• Working experience in building massively scalable high-performance services

• Strong Linux systems knowledge

• Guide new SRE engineers on aspects of system debugging

• Hands-on experience working with AWS systems and components

List of tools we are using internally:

• Thread Dump Analysis

• Heap Dump Analysis

• GC logs Analysis

• Knowledge of Java Virtual Machine (JVM) tuning

• Knowledge of Tomcat, IBM WAS and Weblogic

• Multiple scripting/programming languages: PHP, GoLang, Scala

• Monitoring: Grafana, ELK, AWS CloudWatch, and other internal tools

• Documentation and Ticketing: Jira and Confluence