Technical Operations L2

Key Responsibilities

Issue Resolution Troubleshooting

• Research, diagnose, troubleshoot, and identify solutions to resolve system issues.
• Perform full root cause analysis to determine the origin of every issue, not just the symptom.
• Troubleshoot networking problems including routing, connectivity, and VPN issues.
• Configure and troubleshoot load balancers (Nginx experience is an advantage).

System Maintenance

• Manage application log backups and routine maintenance activities.
• Apply strong analytical and system-understanding skills to preventive maintenance.
• Use Linux and shell scripting for day-to-day operational tasks and automation.

Escalation Collaboration

• Escalate unresolved issues to the appropriate internal teams (e.g. software developers) with complete context and diagnostic detail.
• Work closely with engineering and operations teams to close out recurring issues.

Documentation

• Document technical knowledge in the form of notes, runbooks, and manuals.
• Maintain and improve the support knowledge base.

Required Skills

Technical - Mandatory

• Hands-on expertise in Linux administration and shell scripting.
• Working experience with MySQL, PostgreSQL, and MongoDB.
• Networking troubleshooting: routing, connectivity, and VPN.
• Load balancer configuration and troubleshooting.

Technical - Good to Have

• Nginx configuration and tuning.
• Monitoring and log analysis tooling.
• Exposure to cloud or containerised environments.

Behavioural

• Strong analytical and problem-solving ability.
• Methodical approach to root cause analysis.
• Clear written and verbal communication for documentation and escalation.
• Ownership and a customer-first mindset.

Qualifications

• Bachelors degree in Computer Science, IT, or a similar field; Masters degree is a plus.
• 5-8 years of experience in a Technical Support Engineer role.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.