Technical Support Engineer

Position Summary

We are seeking a highly motivated and technically skilled NOC Tier 2 Technical Support Engineer to join our 24/7 Network Operations team. This role is responsible for advanced incident troubleshooting, infrastructure monitoring, escalation handling, and root cause analysis across critical systems and services.

The Tier 2 engineer acts as a bridge between frontline support (Tier 1) and engineering/development teams, ensuring service uptime, reliability, and rapid issue resolution.

Key Responsibilities

• Monitor infrastructure, platforms, and services via dashboards, alerts, and logs (e.g., Grafana, Kibana, NewRelic, Sentry).
• Investigate escalated incidents from Tier 1; perform deep-dive analysis and resolution.
• Manage and triage issues in ticketing systems (Jira, slack, zoho, etc.).
• Identify and escalate recurring problems to Tier 3 or Engineering teams with structured root cause documentation.
• Participate in post-mortems, incident retrospectives, and contribute to runbooks/playbooks.
• Work collaboratively with DevOps, R&D, and Product Engineering teams to resolve complex issues.
• Handle Jira bug creation and escalation workflows according to standard operating procedures.
• Assist with deployment validations, performance checks, and system audits.
• Maintain awareness of service health, SLAs, and security posture in real time.
• Provide mentorship and knowledge sharing to Tier 1 analysts.
• Reference: TAeOv9Xaqq2nzC0_q9JyZq_6rsKNoBaj1oxfQ15XIVQ.

Required Qualifications

• 2–4 years of experience in a NOC, IT Operations, or Technical Support environment.
• Basic understanding of networking fundamentals, Linux systems, DNS management.
• Hands-on experience with monitoring tools (e.g., Grafana, Zabbix, Datadog, New Relic, Sentry).
• Solid grasp of incident management, escalation practices, and technical troubleshooting methodologies.
• Ability to write and follow technical documentation, SOPs, and escalation workflows.
• Familiarity with message queues, APIs, logs, and containerized services (Docker/K8s) is a plus.
• Excellent communication and collaboration skills — ability to act calmly and decisively in pressure scenarios.

Nice-to-Have Skills

• Scripting experience (Python, Bash, etc.)
• Knowledge of CI/CD workflows and observability tooling
• Prior experience working in high-availability environments

Shift & Availability

• Rotating shifts including weekends, evenings, and holidays as part of 24/7 coverage.
• On-call support rotation may be required depending on operational needs.