Frontline Support as the initial point of technical contact for customer issues
Emphasizes rapid triage, clear and consistent communication, and adherence to established support processes
Focus on resolving known or complex issues directly
Identifying when to escalate and maintaining customer satisfaction through responsiveness, accuracy, and follow-through
Accountable for SLA adherence, customer communication, and creating smooth handoff experiences when needed
Plans and organizes related tasks independently to meet interdependent goals
Develops solutions to moderately complex problems with minimal guidance

Experience supporting or troubleshooting distributed systems, enterprise platforms, or high-availability applications
Strong understanding of Java, JVM internals, multithreading, and memory management
Hands-on experience with Linux environments and production troubleshooting
Familiarity with Docker, Kubernetes, and cloud-native infrastructure
Experience analyzing thread dumps, heap dumps, GC logs, and performance bottlenecks
Understanding of distributed systems concepts including clustering, replication, failover, and fault tolerance
Exposure to technologies such as Apache Ignite / GridGain, Kafka, Redis, Hazelcast, and Cassandra
Experience supporting enterprise customers in production / SLA-driven environments
Strong troubleshooting, debugging, and root-cause analysis skills
Ability to communicate effectively with technical and non-technical stakeholders
Experience in technical support, SRE, backend engineering, DevOps, or platform operations environments preferred
BS degree with 3+ years of experience, or MS degree with 1+ years of experience, or industry equivalent experience

Software Engineer – Customer Support

Key skills