Production Support Engineer

1 week ago

Bengaluru, Karnataka, India Autonomo Technologies Full time

Production Support Engineer - Platform Engineering

Are you ready to be at the forefront of reshaping the retail landscape with cutting-edge AI technology? Autonomo, a visionary company recognized by Harvard, is leading the charge towards a checkout-free future. Imagine a world where waiting in line at the checkout is a thing of the past—where customers can walk in, grab what they need, and leave hassle-free.

At Autonomo, we're committed to leveraging computer vision software to empower retailers and streamline the shopping process. Our mission is to push the boundaries of technology and deliver an unparalleled retail experience for our customers. With headquarters strategically located in the United Kingdom and Germany, Autonomo offers a dynamic and global work environment.

If you're passionate about technology, innovation, and shaping the future of retail, Autonomo is the place for you.

About the Job:

We are seeking a dedicated Production Support Engineer to join our dynamic team in Bangalore. This role involves providing technical support to ensure operational continuity, handling support requests, managing communication with customers, and coordinating with various teams to resolve issues efficiently. The ideal candidate will have strong problem-solving skills, excellent communication abilities, and a proactive attitude.

Responsibilities:

Support and Maintenance:

  • Handle support requests from our operations teams and customers.
  • Provide technical support to ensure operational continuity.
  • Implement workarounds to limit customer downtime and ensure the implementation of permanent solutions.

Customer Communication:

  • Manage communication related to assigned customer accounts.
  • Interface with customers for all incidents, both internal and external.
  • Flexible working hours to support P1 user incidents

Coordination and Collaboration:

  • Coordinate issues internally and with outsourced partners, service providers (Internet Service Providers, International Long Distance/National Long Distance telecom carriers), and on-site teams.
  • Participate in or organize Technical Call Bridges to address technical diagnostics and collaboration with customers and partners.
  • Coordinate with customer/partner Single Point Of Contact for all technical aspects, including hardware/VM/software installation/configuration.

Documentation and Reporting:

  • Maintain up-to-date contact information, supported product lists, technical information regarding products, troubleshooting information, and other general-use information.
  • Maintain connectivity and account details from a support perspective to provide efficient support.
  • Manage incident reporting and Root Cause Analysis preparation.

Operational Excellence:

  • Ensure SLAs exceed customer contract levels.
  • Execute tasks allocated by the reporting manager in a timely manner.
  • Multitask and handle various tasks based on priority.
  • Coordinate with the installation team for all on-site tasks, including store installation and services deployment.
  • Coordinate with customer L1/NOC teams for basic and detailed level filtration and troubleshooting.

Requirements:

  • Minimum 4 years of professional experience in L2 support.
  • Experience working with Java, Python, , SQL, and NoSQL. Experience in Python and Go is a plus.
  • Experience in troubleshooting production systems and developing scripts using Python, Groovy, or equivalents.
  • Relevant experience in troubleshooting issues in large, complex systems.
  • Strong understanding of backend frameworks like Spring, microservices principles, OAuth, REST principles, database fundamentals, SQL optimization, MongoDB optimizations, ORM, performance tuning, and troubleshooting.
  • Expertise in managing third-party dependencies and resolving dependency conflicts.
  • Strong problem-solving skills and attention to detail.
  • Excellent communication and teamwork abilities.
  • Ability to thrive in a fast-paced, agile environment.
  • Positive mindset and proactive attitude.

What Makes Us Special?

Innovative Collaboration:

Work with intelligent and ambitious colleagues in a startup atmosphere, where your input significantly shapes our success.

Rapid Growth:

Join a rapidly expanding tech company that stands at the forefront of the retail revolution.

Empowerment and Autonomy:

Enjoy the freedom to lead projects that align with your skills and interests.

Global Team:

Collaborate with a diverse global team, benefiting from a rich tapestry of backgrounds and experiences.

Employee Stock Ownership Program (ESOP):

Engage in our ESOP and directly share in the success of our efforts.

Something Truly Special:

Contribute to groundbreaking innovations, collaborate with a talented team, and share in the success of our AI business.

Company Benefits: Salary + ESOP

Ready to embark on a journey of innovation with Autonomo? Apply now and be part of reshaping the future of retail technology

We encourage every qualified person to apply regardless of their age, gender identity, ethnicity, sexual orientation, disability status, or religion. We celebrate diversity and are excited about building teams that represent a variety of backgrounds, perspectives, and skills. All employment is decided based on qualifications, merit, and business needs.

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