Support Engineer

• Operate L1 queue in Jira; own customer comms for incidents and maintenance.
• Execute standard changes via GitOps (syncs, Helm upgrades, config toggles) and validate rollouts.
• Perform cluster and infra checks: node/pod health, events, logs, PVCs, ingress, certs, DNS, autoscaler status, image pulls.
• Patch management: coordinate k8s/OS and container image updates, CVE advisories, certificate rotation.
• Monitor SLOs and alerts from Azure Monitor/Log Analytics, GCP Cloud Operations, Prometheus/Alertmanager; handle paging and escalate per runbook.
• Collect diagnostics for L2/L3: kubectl outputs, logs, metrics, timelines; file high‑quality bug reports.
• Maintain customer environment records, inventories, and change history.
• Propose reliability improvements and documentation fixes.

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