Technical Support Engineer

Role Summary

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.

Key Responsibilities

Incident management (SLA-driven)

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

SLA compliance (first response, resolution, update cadence).

Customer satisfaction scores.

Ticket hygiene and process compliance.

Timely, accurate status reporting and escalations.

Required Skills

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);

Linux systems, shell scripting .

Networking: DNS, HTTP/S, TLS, VPNs, firewalls; tools like ping, traceroute, nslookup/dig, netstat/ss, tcpdump/Wireshark basics.

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: PowerShell and/or Bash (Python is a plus).

Web/app basics: REST, HTTP status codes, browser devtools; IIS familiarity.

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

Cloud (GCP).

CI/CD (GitLab/Jenkins)

Security hygiene (patching, certs, AV), exposure to WAF/IDS/scanners.