Senior Support Engineer – L1, L2

Role Overview

• Provide 24X 7 production support for applications and infrastructure.
• Participate in a 24x7 shift rotation; as well as on-call rotation to support site or system outages.
• Develop a deep understanding of the Securonix Snypr application.
• Use a strong sense of urgency in issue resolution.
• Provide Tier 2 level support: research, diagnose and resolve complex technical issues with our application.
• Troubleshoot technical issues to establish the root cause of problems and form a solution or workaround.
• Interact with Development, QA and Operations teams.
• Help drive strategic improvements in systems, processes and operations teams.
• Prepare RCA documents and participate in Post Implementation Review and Problem Management processes.
• Prioritize and manage assigned support tickets while adhering to department service level agreements.
• Maintain a positive attitude and advocate for the customer through product issue resolution.
• Manage customers’ expectations and experience in a way that results in high customer satisfaction.
• Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers.
• Reproduce customer issues and if necessary, file bug tickets, escalate cases to engineering and provide necessary documentation.
• Work to improve data processes such as parsing, analysis, standardization and enrichment.
• Work directly with customers to resolve P1 & P2 issues.
• Document SOPs / KBs articles with a focus on “shift left” to our L1 team of repeatable incident triage and resolution processes.
• Help drive strategic improvements in systems, processes, and practices.
• Stay current on advancements in the infrastructure landscape and influence adoption across enterprise.
• Consistently meet or exceed SLA obligations.

Requirements

• Experience with CI/CD tools, Configuration Management, and/or experience with installing, configuring, and maintaining DevOps tools and technologies such as Confluence, JIRA, Bitbucket, Jenkins, Artifactory
• Knowledge of infrastructure and automation tools such as Ansible, Salt Stack, and Terraform.
• Experience participating in Scrum/Kanban, Agile workflow methodologies
• Experience with container and container management technologies (Docker, Packer, Kubernetes, Firecracker)
• Cyber Investigations and Operations experience.
• Experience supporting a SaaS Application.
• Experience working with security data logs and use cases such as account misuse, data exfiltration, insider threat
• Experience working for or delivering content on Splunk, AlienVault, Arcsight, Qradar, NITRO ESM
• Experience working with technologies such as firewall, VPN, intrusion detection tools, Malware tools, authentication tools, endpoint technologies, cloud security tools
• Understanding of IT security, risk, compliance, and privacy concepts and principles to support enterprise business goals and objectives.
• Bachelor’s degree in Computer Science, engineering, software engineering, or related field.
• 2+ years of experience in application technical support, development and operations.
• Experience with software development, infrastructure development, or development and operations for data sciences.
• Experience with big data / any combination of the following
• Hadoop, Kafka, EMR, Spark.
• Experience developing or working in Amazon Web Services (AWS) environments.
• Experience with Linux & Windows infrastructures
• Experience writing with SQL queries
• Experience in development languages like Go, JavaScript, PHP, Python, Perl, Ruby.
• Understanding of regular expressions (Regex)
• Proficiency in data profiling, cleansing, parsing, standardization, and data quality exception handling and monitoring.
• Demonstrated experience in analyzing and interpreting complex data to provide resolution for data-related issues.
• Highly developed, process-oriented skills for troubleshooting and problem resolution.
• Experience in IT Service Management fundamentals – including Incident, Problem, & Change Management.
• 3+ years’ experience using Service Management / ticketing tools.
• Ability to continually look to improve current processes, think outside the box and constantly evaluate better ways of conducting business and providing value to our customers.
• Good interpersonal skills and communication with all levels of management.
• Experience engaging directly with B2B customers.
• Ability to fine tune your message for both technical and business audiences.
• Strong written-communication skills.
• Able to multitask, prioritize, and manage time efficiently.

Tech Stack

• Ansible
• AWS
• Cloud
• Docker
• Hadoop
• ITSM
• JavaScript
• Jenkins
• Kafka
• Kubernetes
• Linux
• Packer
• Perl
• PHP
• Python
• Ruby
• SaltStack
• Spark
• Splunk
• SQL
• Terraform
• Go

Benefits

• Health Insurance with a total sum insured is INR 7,50,000 Coverage: Self, Spouse, 2 kids, Dependent parents, or parents-in-law
• Personal Accident with total sum insured is INR 10,00,000
• Term Life Insurance with a sum assured for employees is 5 times fixed base pay is covered