Principal Technical Support Engineer

Position Overview

We are looking for a hands-on, highly senior Principal Technical Support Engineer to lead our US timezone shift. In this role, you will be the ultimate safety net for our platform. You will directly handle customer tickets, manage production incidents, and maintain a highly diverse, hybrid environment that bridges classic IBM enterprise systems with modern public cloud infrastructure (AWS & Azure).

We are a lean team, so you must be a doer who enjoys resolving day-to-day tickets while possessing the technical depth to fix complex infrastructure degradation. Crucially, you should be highly adept at leveraging modern AI tools to accelerate troubleshooting, read and analyze code, and automate fixes.

Key Responsibilities

Day-to-Day Ticket & Incident Management

Own the queue during US business hours: triage, troubleshoot, and resolve incoming technical support tickets from end to end.

Act as the primary technical point of contact on live phone calls with US clients during critical system outages or performance crises.

Cloud, Pipeline, & Infrastructure Management

Support, monitor, and troubleshoot infrastructure across a hybrid footprint including AWS, Azure, and on-premises VMware vSphere.

Manage and fix automated deployment pipelines (CI/CD), investigating failed rollouts, container orchestrations, or configuration drift.

Maintain and debug Infrastructure as Code using Terraform to resolve environment discrepancies.

Handle core infrastructure tasks across Windows Server (RDP), basic Kubernetes clusters, and Juniper network routing/switching basics.

Multi-Database & IBM Stack Maintenance

Diagnose and resolve database slowness, locking, and performance bottlenecks across a diverse data landscape (IBM DB2, Netezza, PostgreSQL, SQL Server, and Informix).

Troubleshoot and support middleware and enterprise data pipelines, specifically IBM WebSphere Liberty, FileNet, and DataStage.

AI-Powered Troubleshooting & Code Fixes

Dive into Java application layers to read stack traces, isolate bugs, and implement immediate workarounds or scripts (Python/Bash).

Utilize AI tools and LLMs as a force multiplier to rapidly parse complex enterprise logs, reverse-engineer legacy code base errors, and auto-generate scripting fixes to drastically lower Mean Time to Resolution (MTTR).

Technical & Professional Requirements

Core Technical Stack (Strong familiarity across several is required):

Cloud & Automation: Hands-on experience supporting workloads in AWS and/or Azure. Ability to read and debug Terraform scripts and manage CI/CD deployment pipelines.

Databases: Hands-on experience query-tuning and managing DB2 is highly preferred, alongside exposure to Postgres, SQL Server, Informix, or Netezza data warehouses.

On-Prem Infrastructure: Confident with VMware vSphere, Windows RDP administration, Juniper network troubleshooting, and basic Kubernetes pod/cluster management.

Applications & Code: Experience supporting Java applications running on WebSphere Liberty. Ability to read Java and write automated scripts in Bash or Python.

IBM Enterprise Tools: Prior experience supporting FileNet (Content Management) or DataStage (ETL) is a massive advantage.

Professional Skills:

AI Tool Fluency: Practical experience using AI environments to assist in debugging, writing regex, or interpreting complex enterprise error logs.

Client-Facing Communication: Exceptional, fluent verbal English. You must be completely confident leading high-pressure calls with US stakeholders.

The "Lean Team" Mindset: Comfortable wearing multiple hats. You are happy to pick up an urgent routine ticket, fix a broken pipeline, or optimize a slow DB2 query back-to-back.

Location: India (Remote)

Shift Hours: 8:00 AM 5:00 PM EST (5:30 PM – 2:30 AM IST)