support L0 Engineer
Provides first-line (L0) 24x7 post-production support for enterprise applications: handling escalations, root-cause analysis, SQL-based data validation, customer reporting, and mentoring junior team members against SLAs. Core stack: Java/JEE, WebSphere/WebLogic/Tomcat/JBoss, DB2/Oracle/SQL Server, and AWS services.
- Compensation
- Not disclosed
- Location
- Mumbai (All Areas)
- Work setup
- Remote
- Seniority
- Lead
- Employment
- Not specified
- Experience
- 3+ years
- Category
- Support
- Posted
Skills
Must have
- College degree or equivalent work experience
- 3+ years of system support in a technical environment working with customers, focused on system performance and stability
- 3+ years of system support experience with focus on troubleshooting and issue resolution
- Extensive experience diagnosing and resolving data issues via advanced SQL queries and validation techniques
- Excellent written and verbal customer management/communication skills
- Interpersonal skills to motivate and coach team members
- Strong decision-making and prioritization under pressure with multiple customers
- Understanding of the software maintenance release lifecycle
- Strong analysis, design and solutioning skills
- Proficient spoken and written English
- Willingness to provide occasional weekend / out-of-hours support
Nice to have
- AWS Certified Solution Architect, SysOps Administrator, or AWS Certified Engineer - DevOps
- Java including JEE technologies (JSP, JDBC, JNDI)
- Application servers: WebSphere, WebLogic, Tomcat, JBoss
- Databases: DB2, Oracle, SQL Server
- AWS: CloudFormation, EC2, S3, EMR, ECS, ECR, CodeDeploy, Autoscale, CloudWatch
- Development tools: Apache Ant, Maven, JUnit, Eclipse, Subversion, Jenkins
- Integration technologies: SOAP, REST, WS-* standards
Full description
Job Title - Support Engineer L0
Remote
Summary
The Customer Support Engineer is responsible for ensuring designated customers operate with minimal
disruption, and problems are resolved quickly with root cause analysis and fixes being provided where
appropriate to meet the agreed Service Level Agreements (SLAs).
The Customer Support Engineer Lead works closely with our customers support and technical resources,
the Operations and Deployment Engineers, and various other internal departments to provide 24x7
support for the customer.
The Lead role manages and motivates the allocated team members to deliver a differentiated level of
post-production support, including interim & annual reviews input and monitoring of goals of the team.
This role generally works a standard business week, but occasional weekend work / out of hours may be
required.
Responsibilities (Other duties may be assigned.)
- Support and mentor team members on Adherence to Cloud Operations Key Performance
Indicators
- 1
st line of contact for Issue Management escalation
- Ensure process management and runbook accuracy
- Engage with customers in effectively communicating issue status and plan for resolution.
- Provide specific customer reports as requested.
- Responsible for problem management, problem reporting and customer escalations.
- Set expectations with customers relating to the Service and possible associated
commercials.
- Monitor patterns relating to customer release quality and cost with respective Customer
Account Managers.
- Provide out of hours support for bank holidays and weekends when requested.
- Carry out trend analysis for all customer Software Development Lifecycle to help proactively
highlight gaps in customer capabilities and solutions.
Education and/or Experience
- College degree or equivalent work experience
- 3+ years of experience providing system support in a technical environment working with
customers, with special focus in system performance and stability
- 3+ years of experience providing system support in a technical environment working with
projects / customers, with special focus in troubleshooting and issue resolution.