About the role
We are looking for a proactive and detail-oriented Support Engineer to provide L1/L2 technical support for our Manifest IT platform during India's night shift hours. This role is critical to maintaining platform uptime, ensuring smooth operations, and delivering excellent incident resolution for our customers.
The candidate will have responsibilities across the following functions:
Platform Monitoring and Incident Handling:
- Monitor platform alerts, logs, and dashboards to proactively detect issues.
- Perform initial triage, root-cause analysis, and escalate incidents when necessary.
Operations and Maintenance:
- Execute standard operating procedures (SOPs), perform health checks, and complete routine maintenance tasks.
- Coordinate with engineering and SRE teams to resolve critical issues and maintain SLAs.
Documentation and Reporting:
- Maintain accurate documentation of issues, actions taken, and resolutions.
- Contribute to the internal knowledge base to improve future response times.
Communication and Collaboration:
- Provide timely updates to stakeholders on incident status.
- Work closely with engineering, product, and operations teams for continuous improvement.
Requirements:
- 2+ years in technical support, IT operations, or application monitoring roles.
- Familiarity with cloud platforms (AWS, GCP, or Azure).
- Understanding of Kubernetes basics and containerized environments is a plus.
- Good grasp of logs, monitoring tools (e. g., Grafana, Prometheus, Datadog, Splunk), and incident management workflows.
- Strong analytical, troubleshooting, and problem-solving skills.
- Excellent communication skills to collaborate across distributed teams.