Engineer - Systems Support - Managed Services (Fixed Term)

• 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.)