Support Engineer

2 days ago

Mumbai, Maharashtra, India Growel Softech Pvt. Ltd. Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Key Responsibilities:

Resolve L2 tickets within SLAs, ensuring ownership and user satisfaction. Leverage Grafana and Kibana for real-time monitoring. Analyze defects and drive system efficiency improvements.

Perform post-release platform verifications with an automation focus. Automate repetitive tasks to enhance platform efficiency through tool development.

Conduct root cause analyses (RCA) and document resolution steps, updating runbooks. Follow escalation protocols for unresolved issues, prioritizing accordingly.

Troubleshoot and resolve production issues to minimize downtime. Engage in 24x7 L2 on-call rotations and escalate critical incidents as needed. Log all incidents and resolutions to identify trends and support prevention strategies.

Collaborate with Architects, Engineering teams, external vendors, and partners on production issues.

Good to Have Skills:

Knowledge on the Cloud Services (AWS, Azure, Google Cloud).

Knowledge of SQL and NoSQL database concepts. Handson with Containers and Kubernetes provisioning/debugging. Scripting skills with Bash, or PowerShell. Handson with Python/Java Understanding of Secure Coding Practices. Basic Networking Concepts for troubleshooting.

Knowledge of DevOps Tools (CI/CD, version control). Infrastructure as Code Terraform/Ansible

Qualifications:

Bachelors degree in Computer Science, IT, or related field. Minimum 2 years in a technical operations role, preferably at L2.

Strong troubleshooting skills in production environments.

Knowledge of cloud platforms and configuration management. Excellent written and verbal communication. Ability to thrive in fast-paced, high-pressure situations. Proven track record in process improvement and automation

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