Senior Technical Support Engineer

1 month ago

Mumbai, India Think360.ai Full time

Think360.ai is on the lookout for a Level 2 Technical Support Engineer to play a pivotal role in our dynamic team. This position is ideal for those who thrive in changing work environments and are keen on:


• Delivering advanced technical support, involving the proactive monitoring, maintenance, and optimization of computer systems and networks, especially in Linux or AWS environments.

• Skilled in troubleshooting complex issues using sophisticated development tools and software.

• Mastery in Git for enhanced version control and collaboration within software development projects.

• Providing superior problem resolution through diverse communication channels, including escalated cases from Level 1 support.

• Leading small projects or initiatives to improve processes, documentation, or customer satisfaction.

• Familiar with basic API testing tools like Postman.


About Us: Think360.ai (a CAMS company) is a full-stack Data Science and AI-focused firm, with a comprehensive 360-degree view of technology landscape, it is focused on creating innovative solutions using cutting-edge technologies, advanced analytics, AI/ML, and mobile cloud computing. Team at Think360 works with clients across India and a global scale — such as financial services, healthcare, oil and gas, and retail—to resolve their challenges related to data integration and insights management. The idea is to aid them to become data-driven differentiator in the marketplace.


Responsibilities & Duties:

• Advanced installation, configuration, maintenance, and optimization of operating systems, applications, and network infrastructures.

• Mentor and support Level 1 technical support staff and new team members.

• Develop and maintain advanced troubleshooting guides and documentation.

• Work closely with development teams to provide feedback and insights on recurring issues and potential product improvements.

• Lead root cause analysis (RCA) efforts for complex issues, ensuring long-term solutions are implemented.

• Manage high-priority cases, ensuring timely and effective resolution in line with SLAs.


Skills/Attributes Required:

• Bachelor's or higher degree in Computer Science, IT, or related field.

• 2+ years of experience in a technical support role, with at least 1 year in a Level 2 capacity or similar.

• Advanced proficiency in Linux environments, with strong analytical skills in debugging and monitoring.

• Experience leading small teams or projects, showcasing strong leadership and communication skills.

• Deep understanding of network protocols, security best practices, and performance optimization. • Experience in programming (Python, JavaScript, Shell Scripting) and automation tools.

• Expertise in AWS services, and strong skills in SQL and NoSQL databases.

• Proficiency in cloud-based technologies and modern IT infrastructure.


Project Task for Level 2 Technical Support Engineer Role:


Develop a sophisticated log monitoring or system health monitoring tool in a programming language suitable for Linux. This tool should not only monitor but also analyse patterns, predict potential issues, and automate responses to common problems. Upon completion, upload this project to GitHub and submit the repository link

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