Technical Support Specialist

3 weeks ago

Bengaluru, Karnataka, India PNR Software Solutions Full time

We're seeking a skilled Technical Support Specialist to join our team at PNR Software Solutions.

Key Responsibilities:

As a Technical Support Specialist, you will be responsible for:

  • Escalating issues to the appropriate teams and tracking problem resolution.
  • Conducting frequent failure analysis and collaborating with application teams on issue resolution and prioritization.
  • Analyzing alert metrics from various applications to identify recurrent production issues.
  • Managing risks and assisting in resolving issues that impact the release scope and quality.
  • Generating system health check reports, site traffic, and order status reports, and providing key performance indicator reports to higher management.
  • Establishing the root causes of application errors and escalating serious concerns to the Senior Engineer.
  • Monitoring network and application performance to identify irregular activity using AWS tools.
Requirements:

To be successful in this role, you will need:

  • A bachelor's degree in software engineering, computer science, information technology, information systems, computer engineering, or a related field.
  • A strong sense of urgency for high-severity incidents.
  • Exceptional ability to prioritize and diagnose IT problems.
  • A passion for finding the root cause of problems, even when the process is tedious.
  • Awareness of and ability to reason about modern software and systems architectures, including load-balancing, queueing, caching, distributed systems failure modes, microservices, and more.
  • Deep understanding of operating system-level concepts such as processes, memory allocation, and the network stack, and knowledge of how applications are affected by these concepts.
  • Experience with AWS tools, including CloudWatch Monitoring.
  • Basic understanding of VPC, NAT, Firewall, CIDR, and OS.
Nice to Have:

While not required, experience with the following would be beneficial:

  • AWS services such as s3 and ec2.
  • Operational knowledge of TCP/IP and software-defined networking concepts.
  • Experience with web servers and database concepts.

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