Support Engineer • Mid-Level

Who you are

You have experience as an Infrastructure Support Engineer, where your daily responsibilities are integral to ensuring technical excellence and operational efficiency, particularly in cloud environments. You are a first responder who automates day-to-day operations, responds to and escalates production incidents, and assists development teams in incident resolution. Your vigilance in monitoring product and service operations against key performance indicators is crucial, and you take necessary actions in response to detected deviations. You document appropriate responses to various incident scenarios in collaboration with development teams and prepare runbooks to streamline processes. You are skilled in reducing human effort in operations by automating, configuring, and tweaking alerts and monitoring as necessary. Your ability to respond to production incidents and execute well-defined responses, while raising incidents to higher levels of support when necessary, is a key part of your role. You assist development teams in incident resolution, providing updates and handling communication effectively. Conducting incident root cause analysis (RCA) and preparing incident postmortem reports are also part of your responsibilities, as is communicating incident RCA to client stakeholders whenever necessary.

What you'll do

In your role, you will keep a vigilant eye on the operations of shipped products and services, following the agreed-upon engagement models. You will monitor product and service operations against key performance indicators defined by the business and take necessary actions in response to detected deviations. Your documentation of appropriate responses to various incident scenarios will be done in collaboration with development teams, and you will prepare runbooks to ensure smooth operations. You will focus on reducing human effort in day-to-day operations by automating, configuring, and tweaking alerts and monitoring as necessary. Responding to production incidents and executing well-defined responses will be part of your daily tasks, and you will raise incidents to higher levels of support whenever necessary. Assisting development teams in incident resolution will require you to provide updates and handle communication effectively. You will also conduct incident root cause analysis (RCA), prepare incident postmortem reports, and communicate incident RCA to client stakeholders whenever necessary. Your contributions will help improve service and product reliability through your technical expertise and proactive approach.

What we offer

At ABC, we foster a culture where diverse backgrounds come together to learn from and challenge each other. You will thrive in an environment that encourages curiosity, innovation, and dedication. We believe in cultivating careers and providing opportunities for growth and development. Join us and be part of a team that values your contributions and supports your professional journey.