Support Engineer

Description We are looking for a Support Engineer to monitor and support production applications, manage incidents, and perform advanced troubleshooting. The role involves supporting systems built with Python, Java, Ruby on Rails, and React.js, working closely with development teams to improve reliability.

Role and Responsibilities

Monitor applications, servers, and services using monitoring tools.

Respond to alerts, incidents, and service requests within defined SLAs.

Perform initial triage, issue identification, and resolution.

Log incidents, document resolutions, and escalate to L2/L3 teams when required.

Provide application and user support for production environments.

Perform advanced troubleshooting for application, system, and infrastructure issues.

Analyze logs, metrics, and traces to identify root causes.

Support applications built using Python, Java, Ruby on Rails, and React.js.

Deploy fixes, configuration changes, and minor code changes.

Work closely with development teams to improve system reliability and performance.

Create and maintain runbooks, SOPs, and knowledge base articles.

Skills and Experience

Expertise in Python, Java, and Ruby on Rails is mandatory.

Must be thorough with React.js for frontend issue triaging.

Basic understanding of CI/CD pipelines is desirable.

Proficient in Git, Jenkins/GitHub Actions/GitLab CI, AWS / Azure / GCP, Docker and Kubernetes.

Good to have an understanding of cloud and infrastructure.

Expertise in Infrastructure as Code (Terraform, CloudFormation) is an advantage.

Proficient in SQL (MySQL, PostgreSQL) and NoSQL (MongoDB).

Experience with ITIL processes (Incident, Problem, Change Management) and exposure to SRE practices (SLIs, SLOs, SLAs) is desirable.

Automation experience to reduce manual operational tasks Must have strong analytical and problem-solving abilities along with excellent communication and incident-handling skills.

A team player with a proactive attitude, who is open to work in shifts and on-call rotations.