Job Description
We are looking for a proactive highly skilled Technical Support Engineer to provide exceptional technical support to overseas projects, working in rotational shifts to ensure 24/7 availability. This role involves troubleshooting complex issues across cloud platforms, networking, application architectures, and DevOps toolchains. The ideal candidate should be self motivated, a collaborator, agile and a continuous learner.
Key Responsibilities
Provide technical support and troubleshoot issues related to cloud platforms and services such as Fargate, ECS, DynamoDB, BigQuery, SNS etc.
Understand the problems by consuming logs and metrics from various sources using the services such as CloudWatch, Prometheus, Grafana, Loki, Alert Managers and Splunk etc.
Analyze and resolve networking challenges, including load balancers, API gateways, reverse proxies, ingress controllers, and service-to-service communications.
Work on issues related to client-server communications, firewalls, and virtual machines.
Collaborate with DevOps teams to manage and troubleshoot toolchains like Docker, Kubernetes, Jenkins, Ingress Controllers etc.
Act as the first point of contact for technical queries and escalate issues when necessary.
Liaise with development and operations teams to identify root causes and resolve incidents effectively.
Document troubleshooting steps, solutions, and maintain a knowledge base for recurring issues.
Collaborate with cross-functional teams to implement best practices for monitoring and incident response.
Participate in shift handovers and provide timely updates on ongoing issues.
