- Location
- Colombo
- Type
- Full-time
- Department
- Engineering
- Experience
- 2+ years
- Closing date
- 3 weeks ago
- Source
- CareersPage
Description
Job Description
- Provide hands-on troubleshooting and resolution for critical technical issues, dedicating 50% of your time to direct customer problem-solving
- Streamline the escalation process for L2/L3 handoffs, providing detailed solution requirements and maintaining SLA adherence
- Collaborate with Support, Product, and Engineering to identify and resolve recurring issues, and ensure continuous product improvement
- Create and manage internal knowledge bases, runbooks, and troubleshooting guides, contributing to public documentation as needed
- Lead the implementation of the technical support strategy, to scale and deliver world-class client service
- Write and maintain custom scripts to increase system efficiency and lower the human intervention time on any tasks
- Liaise with vendors and other IT personnel for problem resolution
Person Specification
- 2+ years of experience in technical escalation or support engineering.
- Excellent communication skills in the English language
- Experience using IT systems monitoring tools (e.g Prometheus, Grafana, Kibana, Loki etc
- Experience in scripting (e.g., bash, Perl, Python, Golang)
- Basic knowledge on networking concepts (OSI network layers, TCP/IP)
- Basic knowledge on database management systems (Oracle, MySQL)
- An understanding of cloud technologies ( e.g AWS, Azure, GCP)
- An understanding of containerization technologies and container orchestration tools (e.g docker, kubernetes)
- Certifications related to Cloud Operations, Containerization and System Administration will be an added advantage (e.g. AWS, Azure, GCP, Redhat, Linux Foundation, VMware, etc.)
Skills
PythonPerlAWSAzureGCPDockerKubernetesLinuxVMwareMySQLOracleTCP/IPGo