Application Support Engineer
- 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
About Accenture
Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services-creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.Visit us atwww.accenture.com
Equal Employment Opportunity Statement
We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.