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Technical Support Engineer

Customer Support and Operations

Bengaluru

2-6 Years

Full-time

On-site

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Client Project Opportunity

We are looking for a Technical Support Engineer to manage customer deployments, troubleshoot application issues and provide technical support for solutions deployed across enterprise and airport environments. The role involves monitoring production environments, investigating application issues, coordinating with engineering teams and ensuring timely resolution of customer incidents. Depending on experience and assigned responsibilities, the engineer may support L1, L2 or L3 troubleshooting activities.

About the Role

The role involves monitoring production environments, investigating application issues, coordinating with engineering teams and ensuring timely resolution of customer incidents. Depending on experience and assigned responsibilities, the engineer may support L1, L2 or L3 troubleshooting activities.

Key Responsibilities

Monitor application health, production environments and system alerts.
Perform initial troubleshooting and issue analysis.
Validate application availability and the status of supporting services.
Review logs and collect the information required for incident investigation.
Create, update and manage incident tickets.
Coordinate with L2 and L3 teams for advanced troubleshooting.
Perform application-level troubleshooting.
Analyze application logs and identify root causes.
Troubleshoot REST API, integration and configuration issues.
Manage customer escalations and provide timely status updates.
Perform approved application configuration changes.
Support application deployments, releases and upgrades.
Collaborate with QA and engineering teams to resolve product issues.
Perform advanced troubleshooting and root-cause analysis.
Analyze application logs, databases and backend services.
Debug complex production issues.
Work closely with engineering teams to implement product fixes.
Support architecture-level troubleshooting.
Provide technical guidance to L1 and L2 support engineers.

Must-Have Skills & Experience

2–6 years of relevant technical support or application support experience.
Experience supporting enterprise applications in production environments.
Good understanding of Linux environments.
Experience reviewing application logs and troubleshooting application issues.
Understanding of REST APIs and system integrations.
Basic database knowledge, preferably SQL or MongoDB.
Understanding of IP addressing and network ports.
Knowledge of firewall rules and connectivity troubleshooting.
Ability to investigate incidents and perform root-cause analysis.
Experience creating and managing incident tickets.
Strong communication and customer-support skills.
Ability to coordinate effectively with QA, engineering and infrastructure teams.
Ability to work in rotational support environments.

Good to Have

Experience with CCTV or Video Management System platforms such as Genetec or Milestone.
Experience supporting video analytics solutions.
Experience with cloud and on-premises deployments.
Knowledge of Docker.
Knowledge of Kubernetes.
Experience supporting airport technology solutions.
Experience supporting IoT platforms and connected-device environments.
Experience troubleshooting production databases and backend services.

Role Details

Experience - 2-6 Years
Location - Bengaluru, India
Work Mode - On-site
Working Hours - Rotational Support Shifts
Employment - Full-time
Deployment - Client Project
Domain - Enterprise Application Support / Spatial Intelligence / Airport and IoT Solutions

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