System Engineer

• Experience with L2/L3 support, service management, escalation management, and

KPI/SLAs tracking, measuring, and reporting.

• Should be very fluent in formal English in both writing and speech and should be able to

convey the matter confidently to the client or customer.

• Troubleshoot and resolve issues in a fast-paced environment.
• Create support documentation (e.g., Runbooks, troubleshooting guides, SOPs).
• Work towards issue resolution as a priority.
• Collaborate with the Dev/Engineering team to test and resolve issues.
• Modify procedures and documentation for problem resolution and day-to-day

maintenance.

• Provide data management support for users/clients.
• Linux/Unix OS skills, including viewing/searching server logs, using editors (vi, vim,

emacs), restarting/troubleshooting non-responsive servers, and copying files from

remote servers.

Requirements

• Hands-on experience delivering results-driven solutions with proven business value.
• 3+ years of experience with SQL, Linux and scripting languages.
• Excellent written and verbal communication skills is a must.
• Familiar with queries, procedures, and query optimization.
• Strong experience in Linux operating environments.
• Ability to run simple scripts on Linux, preferably as a sudo user.
• AWS certification (preferred).
• Excellent interpersonal and collaboration skills.
• Familiarity with Agile/Iterative development frameworks.
• Self-starter with a positive attitude, comfortable working with product managers and

developers.

• Knowledge of support tools (e.g., Freshdesk) is a plus.
• Prior knowledge of the insurance domain is a plus.
• Willingness to work over weekends or holidays during emergencies.