Support Engineer Intern

Key Responsibilities

• Monitor and handle incoming support tickets and production issues.
• Perform initial level troubleshooting and root-cause analysis of reported issues.
• Analyze application and database-related issues and provide appropriate first-level resolution.
• Coordinate with the respective engineering teams for issues requiring L2/L3 intervention.
• Follow up on issues until resolution and ensure proper ticket updates and documentation.
• Identify and document recurring issues, including issue type, frequency, impact, and resolution steps.
• Support production monitoring and proactively identify potential issues.
• Identify opportunities for automation and permanent fixes for repetitive support issues.
• Prepare and share the daily support report before/during the 6:30 PM stand-up and coordinate with the Bridge Engineering team.
• Ensure timely response and resolution of support requests to reduce the overall open-ticket backlog.

Required Technical Skills

• Strong SQL skills should be comfortable writing queries, performing data analysis, troubleshooting database-related issues, and validating application data.
• Good understanding of Node.js should be able to understand application flows, analyze logs/errors, troubleshoot basic application issues, and work with Node.js-based services.
• Good understanding of Ruby on Rails should be able to understand the application architecture, trace issues through the application flow, analyze logs/errors, and perform basic troubleshooting.
• Good understanding of REST APIs and JSON.
• Basic understanding of application logs, API requests/responses, and debugging.
• Familiarity with Linux/Unix commands and basic scripting would be an added advantage.
• Good understanding of incident management, ticketing, prioritization, and escalation processes.