Production/L3 Support Engineer

Role description

Who we are:

At UST, we help the world’s best organizations grow and succeed through transformation. Bringing together the right talent, tools, and ideas, we work with our client to co-create lasting change. Together, with over 30,000 employees in 30+ countries, we build for boundless impact—touching billions of lives in the process. Visit us at .

Job Description

We are looking for a highly skilled Senior Software/Product Support Engineer with 5+ years of experience in enterprise product support and cloud infrastructure. The ideal candidate will have strong expertise in Azure Cloud, Linux administration, Kubernetes, and DevOps practices, along with excellent troubleshooting and Root Cause Analysis (RCA) skills. This role involves supporting global production environments, collaborating with cross-functional teams, and ensuring high availability and reliability of cloud-native applications.

Key Responsibilities

• Provide Tier-2/Tier-3 product/software support for enterprise applications running in production environments.
• Troubleshoot complex application, infrastructure, and platform issues across Azure, Linux, Kubernetes, and containerized environments.
• Perform detailed Root Cause Analysis (RCA) and drive permanent resolutions for recurring issues.
• Monitor production systems using Prometheus, Grafana, and ELK Stack, ensuring proactive issue detection and resolution.
• Manage and support Docker containers and Kubernetes clusters in production.
• Collaborate with Development, DevOps, QA, and Infrastructure teams to resolve incidents and improve platform stability.
• Support CI/CD pipelines, Kubernetes operations, deployment automation, and release activities.
• Participate in system integration activities and end-to-end qualification/testing of product releases.
• Utilize Agentic AI systems for practical troubleshooting, diagnostics, and operational efficiency.
• Work closely with global customers and stakeholders to provide timely issue resolution and technical guidance.
• Create and maintain technical documentation, knowledge base articles, and operational runbooks.
• Identify opportunities for automation and continuous process improvement.

Required Skills

• 6+ years of Software/Product Support experience (preferably Tier-2/Tier-3 support)
• Strong Azure Cloud experience
• Strong Linux troubleshooting experience
• Monitoring tools: Prometheus, Grafana, ELK Stack – Must have
• Hands-on experience with Docker and Kubernetes in production environments
• DevOps exposure, specifically Kubernetes Operations, Monitoring & ing, and CI/CD practices
• Strong troubleshooting and Root Cause Analysis skills
• Excellent communication and presentation skills
• Ability to quickly learn and adapt to new technologies
• Experience working with global stakeholders/customers
• System integration experience
• End-to-End Qualification (Testing)
• Practical troubleshooting experience using Agentic AI systems

What we believe:

We’re proud to embrace the same values that have shaped UST since the beginning. Since day one, we’ve been building enduring relationships and a culture of integrity. And today, it's those same values that are inspiring us to encourage innovation from everyone, to champion diversity and inclusion and to place people at the centre of everything we do.

Humility:

We will listen, learn, be empathetic and help selflessly in our interactions with everyone.

Humanity:

Through business, we will better the lives of those less fortunate than ourselves.

Integrity:

We honour our commitments and act with responsibility in all our relationships.

Equal Employment Opportunity Statement

UST is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion, or sexual orientation.

All employment decisions shall be made without regard to age, race, creed, colour, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

UST reserves the right to periodically redefine your roles and responsibilities based on the requirements of the organization and/or your performance.

• To support and promote the values of UST.

• Comply with all Company policies and procedures

Skills

Agentic AI, DevOps, Docker, Elastic Stack

About UST
UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients’ organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.