Support Engineer
Core
Provide high-quality technical support for production systems to internal and external users, managing incidents, service requests, and ensuring 24/7 coverage.
Role type
L2 Technology Support Engineer
Builds
Production system stability and operational efficiency
Domain
Data Analytics / Consumer Intelligence
Deliverable
client delivery
Required skills
Incident and Problem management, Root cause analysis, SLA management, Knowledge base documentation, Automated technical solutioning, Monitoring & Observability, Production deployment, Server/DB patching, Firewall management, SQL (Oracle/MS/Snowflake), Unix, Python basics, Azure basics, ITIL processes
Preferred skills
Multi-tenant cloud environment experience, Agile problem solving
Technologies
ServiceNow, JIRA, Google tools, Azure, Snowflake, Oracle, Microsoft SQL, Unix
Responsibilities
Manage severity levels and service requests to meet SLAs; Perform end-to-end analysis on high-impact incidents; Document critical processes and maintain runbooks; Identify urgent issues and escalate appropriately; Provide rotational weekend shift support for 24/7 coverage; Liaise with Engineering teams for fixes.
Seniority
Mid-level, hands-on IC