Customer Support Engineer (L2)/SRE Offline

ABOUT CLIENT
The Shared Support team is a specialized, advanced group that provides high-quality services to various small and midsize organizations worldwide. Our department’s culture prioritizes proactiveness, professionalism, transparency, continuous learning, flexibility, and respect. We aim to establish long-term relationships with our customers, offering dependable support and development practices to improve system reliability and adapt to evolving business needs.

REQUIREMENTS

• 3+ years of relevant experience
• Strong AWS knowledge
• Linux and Database administration (PostgreSQL, MySQL)
• Monitoring tools (CloudWatch, Datadog)
• Web-server configurations (Nginx, Apache)
• CI/CD (AWS CodePipeline, Jenkins)
• Network troubleshooting skills
• Terraform, CloudFormation (will be a plus)
• Upper-Intermediate English (written and spoken)

RESPONSIBILITIES

• Dealing with registered and escalated tickets
• Gather all required information from a customer to start an issue investigation
• Investigate and reproduce customer issues
• Work with infrastructure and development teams to diagnose/resolve platform issues and carry out maintenance
• Prepare steps/solutions on how to fix the issue
• Promptly resolve customer service issues to the satisfaction of all
• Proactively monitor various IT systems
• Document all resolutions through the support desk system, and produce and maintain the documentation on IT processes
• Provide daily maintenance: backup and restore, new version deployment and rollback, periodic system cleanup, OS and components upgrade, security patching, etc
• Take ownership to resolve customer requests in accordance with SLAs and incident management protocols