Position: Technical Support Engineer -Mission Critical Technical Support

We want to add an MCS Engineer (Technical Support Engineer) to the Mission Critical Support Team. You’ll be responsible for providing critical support to product outages for three different products as well as proactively monitoring product infrastructure and mitigating performance issues that have the potential to become an outage if not checked. The position requires one to work in 24x7 shifts. The team sets high standards for the work they do while also maintaining a learning-oriented work environment. You’ll be challenged to scale up quickly and learn many new technologies. This is a customer-facing role.

Some Responsibilities Include

• Work on Severity 1 issues (outages) across all products and for different customers.
• Respond to customers within defined SLAs and committed timelines.
• Monitor product infrastructure through different Observability tools and take timely action to resolve them.
• Proactively reaching out to customers when any potential issues are identified and fixed.
• Develop RCA while working with engineering teams.
• Identifying documentation requirements in our knowledge base.

Minimum Requirement:

• 3+ years of experience in technical support roles, ideally supporting web applications. 
• Basic Administration experience with any Application Server like Apache Tomcat, JBoss, WebLogic, Websphere, etc.
• Exposure to JVM thread dumps and Heap Dumps analysis. 
• User-level experience in Linux Environment.
• Experience or knowledge of Observability tools: DataDog, ELK, SumoLogic, CloudWatch.
• Ability to understand and troubleshoot basic application server-related technical issues.
• Excellent written and spoken communication skills 
• Able to communicate effectively between teams and individuals of varying technical expertise.
• Able to multi-task effectively while working on customer issues.
• Bachelor's degree in Computer Science, a related technical field involving computer systems engineering, or equivalent practical experience.

Nice to Haves

• Experience in Web Technologies like HTML5, CSS, JavaScript, JQuery, etc., and Programming languages like Java, J2EE, or Python. 
• Experience in Scripting languages like Shell, bash, etc. 
• Technical or support certifications such as ITIL V3/V4.
• General idea about Multi-Tier Web Application Architecture. 
• Familiar with the latest trends in social channels (forums, Facebook, Twitter, etc.)