Systems Engineer – Production Support OR Application Support

2 - 3 Years
1 Opening
Hyderabad

The Systems Engineer is responsible for delivering superior technical support to clients while ensuring optimal performance and reliability of our products. As a front-line contact, you will troubleshoot complex issues, investigate and report product bugs, and provide expert guidance to enhance product functionality. You will be expected to quickly gain a deep understanding of our product suite to diagnose issues effectively and deliver sound recommendations or resolutions.

This role requires the ability to thrive in a fast-paced environment while contributing to the development of internal policies, procedures, and best practices. You will collaborate closely with cross-functional teams including Development, QA, Product Management, and Solutions Engineering. When product bugs are identified, you will be responsible for recreating, documenting, and escalating issues, as well as contributing feedback for continuous product improvement.

Key Responsibilities

• Take ownership of customer-reported issues and drive them through to complete resolution.

• Research, diagnose, troubleshoot, and identify effective solutions for customer issues.

• Follow established procedures for escalating unresolved issues to the appropriate internal teams.

• Provide prompt, accurate, and clear feedback to customers throughout the resolution process.

• Ensure proper documentation, recording, and closure of all issues.

• Prepare accurate and timely reports on incidents and resolutions.

• Document learning and solutions in the form of knowledge base articles and technical notes.

Required Qualifications

• 3+ years of hands-on experience in enterprise technical support.

• Bachelor’s degree in Computer Science, MIS, or an equivalent field.

• Experience providing 24/7 on-call customer or system support.

• Working knowledge of Windows, Unix, and Linux systems, including system utilities and scripting.

• Experience supporting multi-tier architectures spanning web, application, and backend/database systems.

• Proficiency with database queries (SQL, Oracle, PostgreSQL, or similar).

• Experience using observability/monitoring tools such as Dynatrace and Splunk.

• Familiarity with ticketing systems such as ServiceNow, Jira, Salesforce, or similar.

• Proficiency in scripting languages (shell scripting, Perl, Ruby, etc.) is a plus.

• Exposure to AWS and Kubernetes is an added advantage.

• Strong problem-solving skills and meticulous attention to detail.

• Experience with incident management and problem management processes.

• Experience handling PII, secure, or sensitive data.

• Self-starter with strong energy, ability to multitask, and work independently.

• Excellent client-facing communication and interpersonal skills, both verbal and written.

Scripting,Aws,Kubernetes