Senior Application Technical Support Engineer

Role Summary

As a Level 2 Technical Support Engineer, you will be the technical backbone of our customer success operations. You will provide advanced troubleshooting and end-to-end incident ownership across a diverse portfolio of customer accounts. This role sits at the intersection of Support, DevOps, and Systems Administration, requiring a candidate who can navigate complex environments—from legacy Windows Servers to modern Kubernetes clusters—while maintaining strict adherence to SLAs and high customer satisfaction.

Key Responsibilities

• Advanced Incident Management: Own and resolve complex L2 technical incidents within agreed SLAs. Perform deep-dive root cause analysis across application, OS, network, and infrastructure layers.
• System Reliability & Monitoring: Proactively monitor system health, capacity, and performance across VM and Kubernetes environments. Maintain and improve Grafana/Prometheus dashboards and ELK/EFK logging stacks.
• Database Operations: Execute sophisticated SQL queries for data investigations and reporting. Safely run database migration scripts and perform data corrections in production environments.
• Infrastructure & Maintenance: Manage lifecycle operations including OS/Application patching, upgrades, and change control validation. Support CI/CD deployments and post-deployment health checks.
• Service Request Fulfillment: Handle critical administrative tasks such as user provisioning, complex account unlocks, and data-level fixes that require elevated permissions.
• Knowledge Leadership: Maintain high-quality technical documentation, runbooks, and internal knowledge base articles to shift-left common issues to L1 teams.
• Stakeholder Communication: Act as a technical liaison between customers, Account Managers, and Engineering teams, providing clear diagnostics and status updates for escalated issues.

Required Technical Skills

• Experience: 4+ years in a high-pressure Technical Support, SRE, or Systems Administration role (L2+).
• Operating Systems: Expert-level Windows Server administration (AD, DNS, IIS, Group Policy) and strong proficiency in Linux environments.
• Cloud & Orchestration: Hands-on experience with Google Cloud Platform (GCP) and Kubernetes (managing pods, services, ingress, and troubleshooting via kubectl).
• Networking: Deep understanding of TCP/IP, HTTP/S, TLS/SSL certificates, and VPNs. Proficiency with tcpdump, Wireshark, and network diagnostic tools.
• Databases: Strong SQL skills with the ability to write complex joins and scripts (MS SQL Server preferred).
• Middleware: Experience managing and troubleshooting Message Queue systems, specifically RabbitMQ .
• Automation: Proficiency in PowerShell or Bash for automating repetitive tasks (Python is a significant advantage).
• Web Technologies: Solid understanding of REST APIs, HTTP status codes, and browser developer tools.

Professional Attributes

• Problem Solver: Ability to remain calm under pressure and methodically deconstruct complex technical failures.
• Communicator: Ability to translate "deep tech" issues into business-friendly updates for clients.
• Adaptable: Quick to learn proprietary domain logic and custom application architectures.
• Availability: Willingness to participate in an on-call rotation for after-hours maintenance or critical emergencies.

Preferred Qualifications (Nice to Have)

• Developer Background: Previous experience in software development is a major plus, as it aids in code-level debugging.
• DevOps Tooling: Familiarity with CI/CD pipelines (GitLab, Jenkins) and Infrastructure as Code.
• Security: Exposure to WAF, IDS/IPS, and security patching best practices.
• Education: Bachelor’s degree in Computer Science, Information Systems, or equivalent practical experience.