Application Support Engineer

Job Overview

Act as software detectives, providing a dynamic service identifying and solving issues within multiple components of critical business systems.

Deep Technical Support & Root Cause Analysis

• 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 - NetworkVirtualization (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