Support Engineer

6 days ago

bangalore, India Demyst Full time
Our Solution

Demyst is a data management company specializing in external data orchestration, helping leading global financial institutions support their business users with data access at scale within their centralized data platforms. In response to growing demand, we’re seeking new team members to help us scale. By joining our team, you will play a crucial role in transforming the way enterprises access external data.

Demyst offers a standard configurable interface connecting external data ecosystems to centralized data platforms. We provide the necessary products, support team, and maintenance for production-ready, customized external data pipelines. Our pipelines include configured data, metadata, robust batch and real-time delivery, and ongoing support for optimal performance. Additionally, we offer a streamlined diligence, procurement, and data delivery service for evaluating new data, ensuring efficient decision-making based on agreed standards.

Don't miss out on the opportunity to play a vital role in revolutionizing data management for enterprises.


Challenge

Depending on experience, this role may be filled at either the Support Engineer or Senior Support Engineer level.

As part of Demyst’s Global Service Desk (GSD), this role will support Demyst clients to ensure that relevant alerts from Demyst systems and issues raised by clients are appropriately triaged and managed through resolution. Additionally, this role will help to provide help desk support for Demyst’s globally distributed workforce.

We're seeking a great communicator who is able to translate their technical knowledge into actionable direction. When there isn't a clear answer to a problem, the ideal candidate knows how to research the problem and come up with a solution. This is an ideal position for a candidate with a strong drive for personal and professional growth who thrives on taking on new challenges.

While this is a fully-remote role, successful candidates are expected to be based in Bengaluru where Demyst is building its next hub. As part of our commitment to providing exceptional support to our global clients, we seek flexibility in your working hours to accommodate various time zones. While we do not anticipate extensive overtime or unconventional hours, occasional weekend support may be necessary. We strive to maintain a reasonable schedule while meeting our client's needs.


Responsibilities
  • Monitor, triage, and resolve alerts from production systems within defined service-level agreements. Cross-functionally collaborate with internal teams, clients, and external data vendors. Partner with the engineering team to resolve non-production issues.
  • Manage the incident and service request queue for employee and client requests to ensure that tickets raised by the customers are resolved within the service level agreements.
  • Improve the system alerting and reporting capabilities, along with automating business processes to further increase efficiency.
  • Leverage Jira to automate key IT service management (ITSM) processes, including change management, problem management, and post-incident reviews/root cause analysis (PIR/RCA). This automation will streamline workflows, reduce manual errors, and ensure that critical ITSM activities are tracked and managed effectively.
  • Develop and standardize ITIL-compliant processes to enhance the helpdesk support framework. This includes creating detailed documentation and process maps that align with best practices in service management, ensuring that support is delivered efficiently and consistently across all client interactions.
  • Troubleshooting AWS-specific issues, optimizing system performance, and ensuring that our setups align with best practices in cloud management.
  • Stay up-to-date with industry trends and emerging technologies.
  • Provide desktop support related to computer hardware and software for Demyst’s workforce.
  • Administer and support SaaS applications used by Demyst’s workforce.
  • Other duties as required

Requirements

Required

  • Possess an understanding of AWS architecture and services to effectively support and manage our cloud-based infrastructure.
  • Familiarity with AWS best practices and the ability to troubleshoot and optimize AWS setups.
  • Experience with Jira Service Management including automation rules and reporting
  • Knowledge of API (REST and SOAP), HTTP protocols, API Security, and best practices is a must
  • Knowledge of system validation process / Application Life Cycle Management
  • Strong analytical abilities and problem-solving skills are crucial for diagnosing issues, optimizing workflows, and implementing effective solutions within a complex technical environment.
  • Strong alignment with core organizational values

Desired

  • ITIL v4 Foundation certified or experience with ITIL standards
  • Bachelor's in a technical discipline (e.g., computer science, software engineering, data science, etc.)
  • Any experience working within a data-centric solutions provider, e.g. within analytical consulting or technology providers
  • Familiarity with common data structures and languages, e.g., SQL, JSON, Elastic Search
  • Experience supporting Apple products and operating systems
  • Experience administering and supporting common SaaS-based productivity tools
  • Working understanding of networking and basic information security concepts

Benefits

  • Operate at the forefront of the external data industry, and work with the largest industry players in an emerging field that is fueling growth and technological advancement globally
  • Have an outsized impact in a rapidly growing team, offering real autonomy and responsibility for client outcomes
  • Stretch yourself to help define and support something entirely new
  • Distributed team and culture, with fully flexible working hours and location
  • Collaborative, inclusive, and dynamic culture
  • Generous benefits and compensation plans
  • ESOP awards available for tenured staff
  • Join an established, and scaling data technology business
  • Transfer to US and Australia offices possible for top performers after two years

Demyst is committed to creating a diverse, rewarding career environment and is proud to be an equal opportunity employer. We strongly encourage individuals from all walks of life to apply.

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