High-Level System Support Specialist

3 days ago

Hyderabad City Taluka, Pakistan beBee Careers Full time
Cloud Support Engineer Position

We are seeking a technical expert to provide top-notch support in a fast-paced and dynamic environment.

The ideal candidate will be a customer-focused individual who can respond to inquiries through various channels, including tickets, chat, email, and phone.

Main Responsibilities:
  • Provide excellent support by responding to customer inquiries in a timely and professional manner.
  • Demonstrate empathy and understanding of customer needs and concerns.
  • Work effectively in a 24/7 environment, rotating shifts, including nights, weekends, and public holidays.
  • Solve complex issues by addressing customer queries on chats/tickets and providing guidance to junior team members.
  • Evaluate and escalate critical infrastructure issues to team leads in a timely manner.
  • Analyze repeated issues and suggest incremental improvements to DevOps teams.
  • Develop scripts to automate routine tasks and improve team efficiency.
  • Respond to abuse reports from customers and collaborate with cross-functional teams.
  • Assist junior team members with alert responses on monitoring frameworks.
  • Diagnose and troubleshoot technical issues via live chat.
Key Requirements:
  • Bachelor's/Master's Degree in Computer Science/Engineering or related field with 4-5 years of relevant work experience.
  • Sound concepts and knowledge of programming languages, including PHP, JavaScript, HTML, CSS, Bash, and Python.
  • Advanced knowledge of Linux environments (Debian, Ubuntu, CentOS) and web technologies (Apache, Nginx, Varnish, Memcache, MySQL, APC, PHP-FPM).
  • Strong-advanced skill level in system performance troubleshooting.
  • Knowledge of different services (GIT, SMTP, DNS, OpenVPN, Postfix, Crons, SSL, Sensu).
  • Analysis of logs (sys, stack).
  • Debugging of open-source application-related issues.
  • Able to cope with new/unknown technical issues, demonstrating initiative and an imaginative approach.
  • Good working experience in PHP-based open-source web applications (Preferably: WordPress, Drupal, Magento, etc).
  • Good experience with MySQL.
  • Good knowledge of monitoring tools like Opsgenie and Sensu.
  • Excellent analytical and decision-making skills.
  • Independent player who can work independently on shifts.
  • Strong verbal and written communication skills due to the dynamic nature of collaborations with customers.
  • Strong understanding of systems and troubleshooting techniques.
  • Process-oriented and proactive.
  • Strong interpersonal and teaming skills - ability to set and enforce processes.
  • Ability to operate in an Agile and Kanban environment.
  • Good knowledge of cloud infrastructure environments (like AWS, GCE, etc.).
  • Experience in 24x7 production operations, preferably supporting a highly available environment for PaaS/cloud service providers.
  • Good mentorship skills.
About the Role
  • Rewards: A competitive compensation package that includes bonus opportunities and equity compensation.
  • Development Opportunities: We value development and offer training and education programs to help employees grow professionally.
  • Well-being: We prioritize employee well-being and offer a range of benefits, including health insurance, unlimited vacation, retirement benefits, and parental leave.
  • Diversity and Inclusivity: We are an equal opportunity employer and strive to create an inclusive work environment.

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