Technical Support Engineer

Project Details

• Contract: B2B long-term cooperation, up to 12 months with possible extensions
• Working model: Onsite
• Working hours: 08:00–16:30

Summary

The Technical Support Engineer role focuses on providing in-depth support and troubleshooting for complex technical issues, ensuring seamless software deployment, maintaining documentation, and collaborating with L1 and L3 support teams.

Responsibilities

• Support L3 teams with complex troubleshooting.
• Analyze, troubleshoot, and resolve tickets escalated by Support L1 teams.
• Test and deploy software releases and patches.
• Perform validation tests, including load, performance, high-availability, accuracy, and security tests.
• Investigate issues by analyzing logs during test execution and report incidents through a configuration management tool.
• Produce and update documentation for installation, testing, operations, and administration.
• Maintain documentation, troubleshooting guides, and knowledge base articles.
• Support the Service Delivery team with specific technical requests.
• Ensure SLA compliance and timely issue resolution.

Key Requirements

• Strong knowledge of Linux: Red Hat, CentOS, and Debian.
• Good knowledge of Windows Server 2016, 2019, and 2022.
• Good relational database knowledge: MSSQL, PostgreSQL, Oracle, and MongoDB.
• Good scripting knowledge: Python, PowerShell, and Bash.
• Good understanding of TCP/IP and HTTP network protocols and TLS security.
• Knowledge of virtualization technologies: OpenStack, VMware, and Kubernetes.
• Knowledge of testing and monitoring tools: SOAPUI, Postman, Zabbix, Grafana, and Prometheus.
• Familiarity with ticketing and collaboration tools: Salesforce, Jira, and Confluence.
• Knowledge of DevSecOps tools and CI/CD: Jira, TestLink, Jenkins, Ansible, and Terraform.

Nice to Have

• Ability to read Java and/or JavaScript code.
• Advanced knowledge of automation in testing and deployment processes.
• Experience in a customer-focused environment.
• Previous DevOps experience.
• Relevant technology certifications, such as AWS or Azure.

Other Details

• Team structure: Support and Service Delivery teams.
• Operational context: Fast-paced technical support environment.
• Tools and methodologies: Configuration management, documentation tools, and troubleshooting guides.