Technical Support Engineer L1

14 hours ago

Pacific Remote Islands Marine National Monument, India Thinglogix Full time

We are looking for a Level 1 Support Engineer to join our team and provide first-line support across AWS-based and AI-driven projects. This role requires a mix of DevOps troubleshooting, development fundamentals, and AWS operational skills. You will be the first point of contact for customer issues, helping to debug, investigate, and resolve problems efficiently. Additionally, you will play a key role in tracking AWS costs, optimizing usage, and identifying opportunities for cost reduction.

Key Responsibilities

  • Act as the first point of contact for customer support requests through ticketing systems and support desk platforms.
  • Monitor and analyze AWS services (Console, CloudWatch, Log Insights) to identify, troubleshoot, and escalate issues.
  • Perform log analysis using CloudWatch Log Insights queries for issue investigation and root cause identification.
  • Query and analyze data from PostgreSQL databases to support issue resolution.
  • Handle tickets end-to-end: logging, categorization, prioritization, resolution, and escalation when needed.
  • Collaborate with cross-functional teams (engineering, DevOps, product) to ensure timely fulfillment of customer requests.
  • Ensure all tasks are completed within defined SLAs and timeframes.
  • Document solutions, processes, and troubleshooting steps for knowledge base articles.
  • Demonstrate leadership, accountability, and the ability to work independently with minimal supervision.

Requirements

  • Basic AWS skills: familiarity with AWS Console, CloudWatch, and core services.
  • Programming knowledge: experience with at least one language (e.g., Python, Java, , etc.).
  • DevOps fundamentals: ability to troubleshoot system issues and work with cloud tools.
  • Cost-awareness: understanding of AWS billing, usage, and cost optimization practices.
  • Experience working with relational databases, particularly PostgreSQL (writing and executing queries).
  • Strong problem-solving and debugging skills.
  • Good communication skills to interact with customers.
  • Ability to work in rotational shifts (morning & night).
  • Experience with ticketing systems and incident management.

Job Type: Full-time

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