Application Support Engineer

Job Description

Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems. Deep Technical Support & Root Cause Analysis - Handle complex customer issues, going deep into root cause analysis that spans customer configuration, product bugs, and underlying infrastructure. Proactive Reliability Improvement - Analyse patterns of customer issues, support cases, and outage impacts to identify systemic weaknesses. - Design and implement solutions, automation, or monitoring to prevent future occurrences (involving coding, configuration changes, or proposing architectural improvements). Bridging Customer Impact and Engineering - Act as a liaison between the customer-facing support teams and the core Support/Development teams. - Translate customer pain into technical requirements and SLOs, and explain technical constraints and incident impacts back to support teams. Improving Supportability - Develop tools, playbooks, and dashboards to help front-line support and diagnose and resolve issues more quickly. - Feedback into the product development lifecycle to ensure new features are designed with supportability and reliability in mind. Customer-Centric Service Level Objectives (SLOs) - Contribute to defining and refining SLOs to better reflect actual customer pain and perceived performance, not just server-side metrics. Incident Management & Postmortems - Participate in incident response, bringing a strong understanding of customer impact. - Contribute significantly to postmortems, ensuring preventative actions address both the technical root cause and the customer's experience. Proactive Customer Engagement (for Key Customers) - Engage with key customers to understand their critical workloads, review their architecture, and provide guidance on reliability best practices. Experience & Qualifications Essential - 4–8+ years of experience in Site Reliability Engineering, DevOps, Platform Engineering, or Systems Engineering. - Experience supporting enterprise platforms. - Experience with cloud-native technologies and automation. - Experience with AI / ML Desirable - Certified Kubernetes Administrator (CKA) / Certified Kubernetes Application Developer (CKAD) - Google Professional Cloud DevOps Engineer - Google Professional Cloud Network Engineer / VMware Certified Professional - Network Virtualization (2V0-41.24) - Linux Foundation Certified System Administrator (LFCS) / Linux Foundation Certified IT Associate (LFCA) / Linux - ------- Professional Institute LPIC-3 Mixed Environments - Prometheus Certified Associate (PCA) Required Technical Skills Infrastructure & Platforms Kubernetes (essential) Linux (high priority) Networking (high priority) Service Mesh Basics (Istio) (high priority) PKI (high priority) AI / ML (high priority) Google Compute Storage Technologies (optional) Observability & Monitoring Prometheus (high priority) Grafana (high priority) Loki (high priority) Splunk Minimum 3 year(s) of experience is required