Technical Support Engineer

Overview

Provide L2 technical support across multiple customer accounts within agreed SLAs. Own incidents end-to-end, resolve daily requests (password resets, data corrections), monitor and maintain systems on VMs and Kubernetes, run SQL for reports/data fixes, apply patches/upgrades, and collaborate with engineering and account teams. Continuously improve processes, tooling, and documentation.

• Take ownership of tickets to resolution; provide timely updates.
• Troubleshoot across app, OS, network, and infrastructure layers; escalate with clear diagnostics when needed.
• Handle daily service requests: password resets, account unlocks, data fixes, user provisioning.
• Monitoring and reliability
• Monitor performance, capacity, and availability on VMs and Kubernetes.
• Analyze logs/metrics; maintain alerts, dashboards, and runbooks.
• Maintain accurate ticket records and knowledge base.
• Maintenance and operations
• Apply OS/app patches and upgrades with change control and validation.
• Assist with deployments and post-deploy checks; support integrations.
• Maintain technical documents.
• Database and reporting
• Run safe SQL queries for reports and investigations.
• Assist with executing database migration scripts.
• Communication and reporting
• Support clients via phone, email, remote, and on-site when needed.
• Provide status updates to customers and internal stakeholders; generate ticket status reports.
• Properly escalate blocking issues.
• SLA/KPI Focus
• Customer satisfaction scores.
• Ticket hygiene and process compliance.
• Timely, accurate status reporting and escalations.

• 4+ years in Technical Support, SRE/Operations, or Systems Administration (L2 or equivalent).
• OS
  :
  Strong Windows Server (AD, DNS, DHCP, IIS, file services, Windows Firewall).
• Infrastructure: VMs;
  Kubernetes operations (kubectl, deployments, services/ingress, logs/exec).
• Monitoring/logging:
  Performance Monitor;
  Prometheus/Grafana, ELK/EFK, or similar.
• Databases/SQL
  :
  Strong SQL; MS SQL Server preferred.
• Scripting/automation
  :
  Power Shell and/or Bash (Python is a plus).
• Soft skills: Clear communication, customer handling, problem-solving, teamwork
• Ability to learn domain/apps quickly.
• Nice to Have
  :
• Worked before as a developer is a plus
• CI/CD (Git Lab/Jenkins)
• Security hygiene (patching, certs, AV), exposure to WAF/IDS/scanners.