Technical Support Engineer II
New
S
ShipBobE-commerce Logistics
Remote - IndiaFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 3–5 years of experience in technical support, IT operations, or production support.
- Required Skills
- AWSPythonSQLBashGCPAzure.NETDatadog
Requirements
- Bachelor’s degree in Computer Science, Engineering, or related field.
- 3–5 years of experience in technical support, IT operations, or production support.
- Experience handling L2-level issues in a 24/7 support environment.
- Working knowledge of .NET applications and ability to assist in debugging and log analysis.
- Basic to intermediate experience with Python, PowerShell, or Bash.
- Ability to write and interpret SQL queries.
- Hands-on exposure to AWS, Azure, or GCP.
- Experience with monitoring and incident tools such as Datadog, PagerDuty, or New Relic.
- Ability to interpret logs, alerts, and performance metrics.
- Strong written and verbal communication and problem-solving skills.
- ITIL or cloud certifications (AWS, Azure, GCP) preferred.
- Experience supporting SaaS, e-commerce, or logistics platforms preferred.
Responsibilities
- Act as an L2 escalation point for Technical Support Engineer I on production and operational issues.
- Troubleshoot and resolve complex issues across endpoints, networking, cloud services, and internal applications.
- Own incident investigation, resolution, and documentation for assigned tickets.
- Perform preliminary root cause analysis (RCA) and recommend corrective and preventive actions.
- Oversee ticket lifecycle management in Jira Service Management, ensuring SLA adherence.
- Assist with user and access management systems such as Azure AD / Entra ID.
- Create and maintain knowledge base articles, runbooks, and troubleshooting guides.
- Identify recurring issues and contribute to process improvements and operational stability initiatives.
- Collaborate with senior engineers and cross-functional teams on complex issues.
- Participate in on-call rotations within a 24/7 support model.
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