Support Engineer

1 week ago

Thiruvananthapuram Trivandrum India Equifax Full time

Job Description

What You'll Do

- Work with software development engineers to understand the overall technical architecture and how each feature is implemented
- Utilize creative problem-solving skills to assist in technical troubleshooting and analysis for BU reported issues in JIRA
- Monitor, maintain systems/applications, look for opportunities to optimize and improve systems
- Establishes technical proficiency in design, implementation and unit testing
- Respond to assigned tickets/tasks in accordance with SLA guidelines
- Handle customer requests, incidents and inbound calls; apply diagnostic utilities and best practice methodology to aid in troubleshooting
- Update technical support documentation when required and also perform post-resolution follow-ups to help requests
- Perform hands-on fixes at the application, including installing and upgrading software, implementing file backups, and configuring systems and applications. Escalate to Tier 3 any issues unresolved
- Collaborate with internal and external teams and stakeholders to drive progress across multiple action items and initiatives
- Work effectively in an Agile environment; provide training or demos in the new/existing features

What Experience You Need

- Experience in troubleshooting, monitoring infrastructure and application uptime and availability to ensure functional and performance objectives
- Demonstrable cross-functional knowledge with systems, storage, networking, security and databases
- System administration skills, including automation and orchestration of Linux/Windows using Chef, Puppet, Ansible, Salt Stack and/or containers (Docker, Kubernetes, etc.)
- 2-5 years of support engineering experience
- Self-starter that identifies/responds to priority shifts with minimal supervision
- Cloud technology: GCP, AWS, or Azure

What could set you apart

- Strong Communication skills
- Diagnose and resolve technical issues related to software, hardware, or network systems.
- Analyze logs, error messages, and system data to identify root causes.
- Provide timely and effective solutions to users or customers.
- Interact with users or customers through various channels (phone, email, chat, etc.).
- Guide users through troubleshooting steps and solutions. Escalate complex issues to appropriate teams or specialists.
- Maintain accurate records of support interactions and solutions.
- Contribute to knowledge bases and support documentation.
- Share technical expertise with team members and colleagues

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