Technical Support Engineer

Job Overview

The role involves providing technical support for software products, triaging and troubleshooting customer issues, and acting as a liaison between customers and internal teams. It offers hands-on experience in software engineering across multiple languages in a dynamic, startup-like environment focused on cloud deployments.

Responsibilities

• Provide hands-on support and troubleshooting for on-premise deployments and AWS Cloud workloads, including core services like S3, IAM, VPC, and CloudWatch.
• Participate in a geographically distributed support team, managing shared ticket queues, escalations, and maintaining knowledge base articles.
• Triage support requests using knowledge of PaaS, IaaS, and SaaS models, and escalate complex issues with detailed documentation.
• Diagnose cloud-related issues using AWS Console, CLI, and monitoring tools.
• Communicate clearly and empathetically with customers and stakeholders via ticketing systems, email, and verbal channels.
• Adhere to incident management processes to resolve tickets efficiently and meet SLAs.

Qualifications

• Bachelor’s in Computer Science or related discipline.
• 2-3 years of relevant software technical support experience.
• Experience with AWS Cloud Computing environment.
• Ability to work in a geographically diverse team.
• Basic knowledge of Application Support, PaaS, IaaS, and SaaS.
• Excellent verbal and written communication skills.
• Ability to work under pressure, organize priorities, and maintain attention to detail.
• RHCSA/RHCE or ITIL certifications desirable.
• Experience in a programming language such as Java, Python, .Net, or C/C++.
• Experience in debugging and resolving issues.
• Knowledge of PostgresDB or other relational databases.
• Prompt engineering skills to work with AI and improve processes.