Senior Support Engineer – L2

Position: Senior Support Engineer – L2 (CE58SF RM 3653)

Job Description:

Managed Services L2 Support Engineer/Senior Engineer for IoT projects

in the Smart Products & IoT Strategic Innovation Centre in India team. This role is responsible for

supporting managed services & application/product support for IoT projects.

Duties & Responsibilities:

 Investigate the issue and Provide Resolution (where is the issue –

device/connectivity/platform/application layer)

 Application & Platform Performance Monitoring

Identify, categorize, prioritize, diagnose, route, track, and close the alarms raised

by monitoring tools

Recreate and verify complex performance and environmental issues with full access to the

production environment

To identify, troubleshoot and solve incidents within SLA timelines

 Log Analysis of the issues reported

 Update tickets recent status and progress on ticketing tool

 Raise a bug for issue in application functionality where a code fix might be needed

 Triaging of

Mobile App issues on both Play Store & App Store

Web App issues

Platform (AWS) issues

 Proposing solution to recurring incidents

 Proposing some new enhancements in existing solution

 Service Mgmt. Reporting

Status Tracking & Reporting

 Continuous Service Improvement

Process Management & Improvement

 Managing the Production AWS platform & applications deployed along with the E2E

monitoring of systems and data flow

 Incident Management

 Problem Management

 Change Management

 Risk Management

 Knowledge Management



Qualifications and Experience:

Mandatory.

Bachelor's degree in electrical engineering, Software Engineering, Computer

Science, Computer Engineering, or related Engineering discipline.

 3+ years of experience in L2 of managed services / application (mobile or web)

support

 1+ years of experience in the Smart/Connected Products & IoT workflow.

 Hands on experience in

Mobile OR Web App issues troubleshooting

AWS platform or certified in AWS (Solution Architect/SysOps)

Server-less/headless architecture

Lambda, API Gateways, Kinesis, ElasticSearch, ElasticCache,

Dynamo DB, Athena, AWS IoT

Linux

NoSQL Database (Dynamo DB preferred)

Trouble ticketing tools (Jira Software & Jira Service Desk preferred)

 Good hands-on experience in scripting languages:

Python / Python Boto OR Golang/Node-js.

 Ability to differentiate between application & platform issues and proven track

record of taking them to closure

 Preferred

Hands on experience on New Relic and AWS Cloudwatch tools

Prior experience in operation support for IoT projects (50,000+ live devices) will be

an added advantage

ITIL certification

Experience in AWS Cloud IoT Core platform

L3 Support experience in addition to L2



Skills and Abilities Required:

Willingness to work in a 24X7 shifts environment

Flexible to take short term travels on a short notice to facilitate the field trails & soft launch

of products

Excellent troubleshooting & analytical skills

Highly customer-focused and always eager to find a way to enhance customer experience

Able to pinpoint business needs and deliver innovative solutions

Can-do positive attitude, always looking to accelerate development.

Self-driven & committed to high standards of performance and demonstrate personal

ownership for getting the job done.

Innovative and entrepreneurial attitude; stays up to speed on all the latest technologies

and industry trends; healthy curiosity to evaluate, understand and utilize new technologies.

Excellent verbal & written communicati0on skills

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Job Category: Embedded HW_SW

Job Type: Full Time

Job Location: Noida

Experience: 5 - 8 Years

Notice period: 0-15 days