Senior Technical Support Engineer

Key Responsibilities:

• Based on customer insights and channel performance data, develop and execute on a content roadmap that engages key personas at each point in the customer journey, from top-funnel acquisition to nurture and ongoing customer education, both on Nium offerings as well as the industry.
• Build, develop and manage a high-performing team and culture to achieve breakthrough results; exceptionally high standards and holds self and others accountable.
• Generating editorial ideas and concepts.
• Work with regional Growth Marketing teams to ensure content development aligns with funnel-building objectives for each target segment.
• Measure the impact of our content strategy as well as the performance of individual assets and proactively refine our resource allocation and prioritization accordingly.

Requirements:

• 5-7 yrs experience in Supporting production applications on AWS or other cloud platforms.
• Good knowledge of RDBMS (PostgreSQL or MSSQL) and NoSQL databases.
• Willing to work in day/night shifts.
• Understanding of troubleshooting and monitoring microservice and serverless architectures.
• Working knowledge of containerization technology and various orchestration platforms. e.g., Docker, Kubernetes etc. for troubleshooting and monitoring purposes.
• Experience in build and deploy automation tools (Ansible/Jenkins/Chef).
• Experienced in release and change management, incident, and problem management both from a technology and process perspective.
• Familiar with Server log Management with tools like ELK, and Kibana.
• Certification in ITIL, COBIT or Microsoft Operations Framework would be an added plus.
• Experience with Scripting languages or shell scripting to automate daily tasks would be an added plus.
• Ability to Diagnose and Troubleshoot Technical Issues.
• Ability to work proactively to identify the issue with the help of log monitoring.
• Experienced in monitoring tools, frameworks, and processes.
• Excellent interpersonal skills.
• Experience with one or more case-handling tools like: Freshdesk, Zendesk, JIRA.
• Skilled at triaging and root cause analysis.
• Ability to provide step-by-step technical help, both written and verbal.