Technical Support Engineer

1. Internal Infrastructure & Cloud Administration (30%)

• Administer, maintain, support and monitor local server hardware, Cloud platforms, network connectivity, virtualization clusters  (including container orchestration platforms such as Kubernetes/OpenShift), storage systems (including NAS), message brokers, and office IT infrastructure.

• Manage, configure, and optimize cloud resources and environments (e.g., AWS, Azure, or GCP) to ensure operational reliability and cost efficiency.

• Perform database administration (MSSQL/MySQL/PostgreSQL or similar), including replication, backup/recovery, and performance tuning.

• Assist with backup and restore operations, patch management, and basic security compliance tasks. Perform routine checks, system healthy monitoring, and log analysis detect anomalies.

• Automate deployment pipelines, backup procedures, and environment provisioning using scripting languages (e.g., Python, Bash, or PowerShell) and basic CI/CD pipelines / Infrastructure-as-Code (e.g., Ansible, Terraform)

• Manage system patches, hotfixes and hardware lifecycle updates.

• Assist in implementing approved infrastructure and application changes during scheduled maintenance windows following proper change management procedures.

2. Performance Tuning, Benchmarking & R&D Support (30%)

• Collaborate closely with the R&D/Product Engineering team to test, measure, and benchmark our proprietary software product across various workloads.

• Perform system, database, and OS-level performance tuning (e.g., kernel parameter adjustments, memory management, thread optimization) to achieve higher system throughput and lower latency.

• Set up isolated, reproducible stress-testing and Proof-of-Concept (PoC) lab environments to validate system limits, including load testing exercises using tools such as JMeter or similar

• Analyze bottleneck metrics (CPU, I/O, network throughput, memory leaks) and provide actionable data and tuning recommendations to developers for code/architecture refinement.

• Research, experiment with, and prototype integrations involving AI tools, LLMs, and AI agent frameworks to enhance internal workflows, system monitoring, or product capabilities. Stay ahead of industry trends to recommend innovative tools that improve platform efficiency and throughput.

3. Diverse Technical Operations & Ad-Hoc Tasks (25%)

• Execute varied technical assignments as needed, such as evaluating new open-source/third-party tools, hardware testing, or sandbox environment builds.
• Assist in writing internal technical documentation, deployment playbooks, and architecture diagrams.
• Support internal development teams with environment configurations and troubleshooting.
• Manage user access rights and identity permissions according to company security policy.
• Support compliance processes, monitor security alerts (including basic exposure to SAST/DAST or vulnerability scanning tools), assist in remediation efforts, and document standard operating procedures (SOPs).

4. Client Technical Support (15%)

• Provide technical support to customers on the Prognosis monitoring system
• Serve as a Tier-2/Tier-3 technical resource for client deployment or environment-related queries, including installation, configuration, and support across test and production-like environments.
• Assist in diagnosing infrastructure issues occurring on hosted/on-premise installations, record and update incidents with complete troubleshooting documentation.