Support Engineer

• Respond to production incidents within defined SLAs and provide rapid problem identification and initial resolution;
• Use monitoring instruments (Grafana, VictoriaMetrics/Prometheus) to identify and diagnose issues in microservices architecture;
• Use logging tools (OpenSearch/Kibana) for comprehensive log analysis and root cause investigation;
• Monitor and respond to alerts from PagerDuty or Grafana On-call, ensuring proper escalation and communication;
• Escalate complex issues to appropriate specialized teams (DevOps, SystemRE, PlatformRE) with clear context and documentation;
• Create, maintain, and update runbooks, troubleshooting guides, and incident documentation;
• Provide clear, timely communication during incidents to stakeholders, development teams, and management;
• Contribute to continuous improvement of incident response processes and tool utilization;
• Participate in on-call rotations, ensuring timely response to critical incidents and proper handoff procedures;
• Provide operational support and guidance to development teams regarding system reliability and performance.

Technical Support L2

Technical Support Specialist – Contract

L1 Technical Support Specialist