Technical Support Engineer

As a Technical Support Engineer, you will be responsible for maintaining the performance, reliability, and security of production systems. Your role includes resolving complex technical issues, performing software updates, supporting system integrations, and proactively maintaining application environments to ensure uninterrupted business operations.

Key Responsibilities

• Resolve complex technical issues by diagnosing system errors, integration failures, and advanced configuration problems.
• Monitor production systems using dashboards and alerting tools to ensure consistent system health and performance.
• Manage and respond to incidents efficiently, ensuring minimal disruption to operations and adherence to SLA timelines.
• Conduct root cause analysis (RCA) for recurring or critical issues and produce detailed reports with preventive measures.
• Apply patches and bug fixes to ensure application stability, security, and optimal performance.
• Support system integrations by managing APIs, middleware, and database connectivity for seamless operations.
• Perform quality assurance testing on updates and new releases to verify system stability before deployment.
• Carry out monthly preventive maintenance including log review, system health checks, and servicing reports for each site.
• Assist in deployments and releases by validating builds in staging, coordinating rollout, and ensuring minimal disruption.
• Maintain documentation of incident handling, system configurations, fixes, and procedures for knowledge sharing.
• Collaborate with cross-functional teams (development, QA, DevOps) to resolve issues and implement continuous improvements.

Key Requirements

• Degree or Diploma in Computer Science, Information Technology, or equivalent experience.
• Minimum 1 year of experience in application support, system operations, or a related technical support role.
• Programming proficiency in languages such as Angular, Nodejs, and Unity.
• Experience with monitoring tools like Grafana, or Prometheus.
• Knowledge of databases such as MSSQL and PostgreSQL.
• Familiarity with operating systems such as Linux/Unix and Windows.
• Understanding of cloud technologies including AWS, Kubernetes, and Docker.
• Strong problem-solving skills with the ability to analyze and resolve technical issues quickly.
• Excellent communication skills for effective collaboration and incident reporting.
• Attention to detail and multitasking ability to manage concurrent support issues and maintenance tasks.