Technical Support Engineer

Responsibilities

• Leverage advanced monitoring tools to ensure the stability and performance of critical systems and applications, identifying issues before they impact the business.
• Respond swiftly to incidents, diagnosing and resolving issues with a focus on root cause analysis. Escalate complex issues while providing detailed handovers to ensure efficient resolution.
• Ensure timely and accurate assistance.
• Monitor daily operations, ensuring all transactions are processed correctly and on time.
• Collaborate with the operations team to address client issues.
• Maintain detailed documentation of incidents, solutions, and improvements. Participate and contribute to postmortem meetings to derive insights and action items for future improvement.
• Participate in an on-call schedule, ensuring system availability and responding to issues outside of regular business hours.
• Ensure system security and compliance by adhering to best practices in infrastructure management, including patching, security auditing, and vulnerability management.
• Improvise existing or implement new operational processes to improve efficiency and service quality.

Requirements

• Min. 2 years hands-on experience with cloud platforms such as AWS.
• Proficiency in English and Mandarin as you will need to liaise with Chinesse counterparts.
• Strong knowledge in Linux administration.
• Well versed in microservice architecture.
• Experience in using Docker.
• Networking fundamentals and monitoring fundamentals (e.g. logs, metrics).
• Good communication skills and documentation skills.
• Willing to work on-call shifts if necessary.
• Advantage experience:
• OpsGenie/Pagerduty
• Grafana/Prometheus
• OpenVPN
• Java