4LS Support Engineer

We are looking for an experienced L4 Support Engineer with 5+ years of experience in supporting cloud-native applications and distributed systems. The role involves troubleshooting complex production issues, recovery actions, performing root cause analysis, and ensuring platform reliability and operational excellence. Strong troubleshooting knowledge of OAM/FCAPS is mandatory, while exposure to 4G/5G Core Networks is an advantage. The candidate will work closely with Engineering, L2/L3 support teams and Customers and must be willing to work in a 24x7 rotational shift model on a regular basis to provide round-the-clock support for global customer deployments and critical escalations.

• Provide L4 technical support for cloud-native applications and distributed systems, ensuring high availability, reliability, and operational excellence across production environments.
• Troubleshoot and resolve complex production incidents, perform service recovery actions, and leverage AI-assisted troubleshooting and analytics tools to accelerate problem diagnosis, impact assessment, and resolution.
• Lead root cause analysis (RCA) investigations for critical incidents and recurring issues, driving corrective and preventive actions while utilizing AI-driven insights to identify patterns, reduce recurrence, and improve platform stability and resilience.
• Leverage strong OAM/FCAPS expertise to monitor, analyze, and address faults, performance degradations, configuration issues, and service-impacting events across customer deployments.
• Work closely with Engineering teams, customers, and L2/L3 support teams to manage escalations, support major releases, and continuously enhance troubleshooting methodologies, automation, and operational processes.
• Participate in a 24x7 rotational shift model, providing round-the-clock operational support for global customer deployments, critical incidents, and high-priority escalations.

Must have:

• Engineering Degree with 5+ years of experience in production support, incident management, and troubleshooting of large-scale cloud-native applications and distributed systems.
• Hands-on expertise with Kubernetes/OpenShift, containerized environments, microservices architectures, and service recovery procedures.
• Experience in OAM/FCAPS concepts with proven experience in fault, configuration, performance, and service-impact analysis.
• Experience in Root Cause Analysis (RCA), log analysis, debugging, performance troubleshooting, and resolution of complex production issues.
• Good understanding of observability and monitoring technologies, including metrics, logs, traces, dashboards, and alerting systems.
• Experience working with Linux environments, databases, messaging systems (Kafka), and networking fundamentals in production deployments.
• Excellent customer-facing and escalation management skills, with experience collaborating across Engineering, Support, Operations, and Customer teams.