Technical Support Specialist

We are seeking a highly skilled Technical Support Specialist to operate at the core of our production support function. This role is responsible for owning complex incidents, ensuring system reliability, and driving resolution across application, data, and infrastructure layers. You will act as the escalation point for critical issues, working across distributed systems and cloud environments. Success in this role requires strong technical depth, structured problem-solving, and the ability to operate effectively under pressure in a high-availability environment.

INKAS® Group is a disruptive global leader across a variety of industries, specializing in security, defense, manufacturing, and financial services. As a forward-thinking company, INKAS® strives to leverage technology and innovation to solve the problems of tomorrow in order to build a better and more secure future.

Pay Range: $75,000 – $100,000 annually.

Why This Role Could Be A Great Fit

Work at the center of a mission-critical SaaS environment where your expertise directly impacts system reliability, customer experience, and business success

Expand your technical knowledge across cloud infrastructure, distributed systems, monitoring platforms, APIs, databases, and identity management technologies while collaborating with experienced engineering and operations teams

Take ownership of complex production incidents and develop advanced troubleshooting, root cause analysis, and problem-solving skills in a high-impact technical environment

Play a key role in driving continuous improvement initiatives that enhance platform stability, operational efficiency, and long-term system reliability

What You’ll Do

Act as the primary escalation point for Tier 1 support and unresolved incidents

Own end-to-end incident lifecycle: triage, prioritization, investigation, resolution, and closure

Ensure SLA adherence and clear stakeholder communication throughout incident handling

Lead or contribute to incident response and on-call rotations

Diagnose complex issues across:
Web applications and REST APIs, backend services & integrations, and cloud infrastructure and distributed systems

Correlate logs, metrics, and traces to identify root causes

Perform detailed root cause analysis (RCA) and implement preventative action

Distinguish between application, data, and infrastructure-related failures

Monitor system health and performance using tools such as Zabbix (or equivalent)

Investigate alerts, anomalies, and degradation patterns

Proactively identify risks and prevent incidents before impact

Support high-availability systems and production stability

Investigate data integrity and consistency issues using MongoDB

Analyze query behavior, data structures, and anomalies impacting system performance

Validate expected system states and assist in data correction when required

Troubleshoot authentication and authorization issues

Support identity solutions (e.g., Keycloak), including SSO, OAuth, and access flows

Work within AWS environments to support secure and reliable system access

Partner with engineering, Dev Ops, and product teams to resolve defects and improve systems

Support deployments, releases, and configuration changes in production environments

Contribute to continuous improvement of system reliability and support processes

Identify and implement automation opportunities

Maintain and enhance runbooks, SOPs, and knowledge base documentation

Capture learnings from incidents and institutionalize best practices

Required Qualifications

3+ years of experience in Tier 2/Tier 3 Support, Production Support, or Technical Operations

Strong track record of managing and resolving high-impact production incidents

Hands-on experience with Zendesk or similar ticketing systems

Experience using Zabbix or comparable monitoring and observability platforms

Experience working with MongoDB, including MongoDB Compass

Strong understanding of networking fundamentals (DNS, HTTP/S, TCP/IP)

Knowledge of REST APIs, webhooks, and service integrations

Experience with Ubuntu/Linux, log analysis, debugging, and system diagnostics

Experience supporting AWS environments, including infrastructure, logs, and metrics

Preferred…