Senior Support Engineer

The organization is a global technology company providing commerce solutions that power billions of
transactions. Clients around the world, including 90 percent of the Fortune 500, rely on the accuracy and precision delivered by the organization's solutions, analytics, and APIs in the areas of ecommerce fulfillment, shipping and returns;
cross-border ecommerce; office mailing and shipping; presort services; and financing.

As a Support Engineer, you will be part of our Technical Operations (TechOps) team that supports and
maintains mission critical enterprise applications. You will be involved in ensuring the availability of the
Products and the infrastructure on which they are hosted. You will have access to various monitoring and
troubleshooting tools that you would be using to do an investigation and resolve issues. You would also
be responsible for doing a Root Cause Analysis and take necessary Corrective Actions to prevent
reoccurrence of issues.
The Job
• This role is very similar to a DevOps role (lean version of DevOps)
• Communicates effectively on risks, issues, and changes associated to the product monitoring with
Manager and team.
• Work with team to identify what monitors can be created and how. Ensuring that application
monitoring is done in the best possible way and alerts, monitors are set right.
• Create and update monitors for products.
• Be part of development scrums to identify what all features are being developed and be ready
with monitors – infra and application both well before launch.
• Maintains documentation of the systems and provides reporting that ensures proper tracking and
visibility of issues and projects.
• Find ways to optimize, use technology to automate monitoring.
• Identify training needs and upskill to support portfolio.
• You will design and implement monitoring solutions using advanced tools like Sumologic,
Dynatrace , Splunk, Cloudwatch
• Execute technical operations around monitoring for - Automation, Network, Cloud, Reliability
Engineering
• Support the operational environment that provides the company client facing applications and
meets the requirements of service availability and recoverability
• Organize and facilitate outage event management activities including outage status
communication, problem determination activities and root cause analysis
• Demonstrate Ownership and accountability

Graduate or Post-Graduate (preferably in computer science or related course)
• 4-5 years relevant experience in Product/Application Support L2 level.
• Excellent written and verbal communication, time management, and presentation skills

• Experience of SaaS based product support.
• Possesses high level understanding in the areas of APIs, Databases, Systems Architecture and
Design
• Experience in infrastructure, security and compliance
• Strong experience with AWS, and experience in cloud and network administration
• Hands-on infrastructure as code experience (Ansible, Terraform, CloudFormation)
• Experience in scripting languages (shell scripts, Perl, Python)
• Experience with Dynatrace , Splunk, SumoLogic, AppDynamics, Prometheus, Grafana and/or
monitoring/logging solutions
• Platform s- Windows, Linux
• Strong cross-functional collaboration skills, relationship building skills, and ability to achieve
results without direct reporting relationships
• Strong sense of personal responsibility and accountability for delivering high quality work,
both personally and at a team level