Technical Support Specialist

Technical Support Specialist

In this role, you will drive our operations and incident management initiatives, ensuring our systems remainrobust, scalable, and resilient at scale. You will work closely with cross-functionalteams to identify operational gaps and implement solutions that enable seamlessdeployment, observability, and maintenance of our system

Key Responsibilities

Incident Management & Response

·      Lead/contribute to incident response effortsduring critical system outages and performance degradations

·      Develop and maintain incident responseprocedures, runbooks, and escalation protocols

·      Conduct thorough post-incident reviews anddrive implementation of preventive measures

·      Coordinate cross-functional teams duringhigh-severity incidents

·      Build and maintain incident managementtooling and automation

·      Manage stakeholders expectations

System Operations &Reliability

·      Design, implement, and maintain monitoring,alerting, and observability across our system

·      Develop automation tools to reduce manualoperational overhead

·      Ensure system SLAs and SLOs are metconsistently

Software Development

·      Build internal tools, APIs, and platforms toimprove operational efficiency

·      Create dashboards and reporting systems foroperational metrics

Collaboration & ProcessImprovement

·      Partner with development teams to improvesystem reliability and operability

·      Establish and refine operational processesand best practices

·      Mentor team members on incident response andoperational procedures

·      Participate in on-call rotation and provideoperational leadership during incidents

·      Drive continuous improvement initiativesbased on operational data and feedback

Required Qualifications

Technical Skills

·      5+ years of software engineering experiencewith a focus on operations

·      Proficiency in at least one programminglanguage (Python, Java/Kotlin, TypeScript or similar)

·      Experience in modern web applicationtechnologies/tools such as PostgresDB, Kotlin, AWS

·      Knowledge of CI/CD pipelines and deploymentautomation

·      Proven experience in incident management andresponse procedures

·      Experience with on-call responsibilities andescalation processes

·      Understanding of system reliability concepts(SLAs, SLOs)

·      Knowledge of networking, security, anddatabase administration concepts

·      Experience with configuration management anddeployment strategies

·      Experience with AWS and containertechnologies (Docker, Kubernetes)

·      Understanding of monitoring and observabilitytools (Prometheus, Grafana, ELK stack, or similar)

·      Experience with APM tools (New Relic,Datadog, AppDynamics)

·      Experience with infrastructure-as-code tools(Terraform, Ansible, CloudFormation)

·      Background in DevOps or Site ReliabilityEngineering practices

·      Experience with log aggregation and analysistools

·      Understanding of security operations andcompliance requirements

·      Contribute to system architecture decisionswith operations considerations in mind

Skills

systems reliability, Accident and Incident Response Management, Kubernetes, Technical Skills, Datadog, PostgreSQL, Service Level Agreement, AWS, APM, Kotlin, Pipeline Development, Incident Management Process, Web-Based Applications, Appdynamics, Operations Experience, Python, Ansible, Java, Grafana, Incident Management