Sr Support Engineer L-2

Preferred qualifications:

• Hands-on experience with New Relic and AWS Cloudwatch tools

• Operation support experience for IoT projects with 50,000+ live devices

• ITIL certification

• Experience in AWS Cloud IoT Core platform

• L3 support experience in addition to L2 Joining this role will give you the opportunity to work on challenging IoT projects and enhance your skills in managing and supporting IoT solutions. As a Senior Support Engineer - L2 for IoT projects, your role will involve investigating and resolving issues across device, connectivity, platform, and application layers. You will be responsible for monitoring application and platform performance, categorizing and prioritizing alarms, and addressing incidents within SLA timelines. Additionally, you will recreate and verify complex performance issues in the production environment and propose solutions for recurring incidents and enhancements. Your key responsibilities will include:

• Investigating and resolving issues across device, connectivity, platform, and application layers

• Monitoring application and platform performance and addressing alarms raised by monitoring tools

• Analyzing logs and updating ticket statuses on the ticketing tool

• Triaging mobile app, web app, and platform (AWS) issues

• Managing the production AWS platform and applications, including E2E monitoring of systems and data flow

• Participating in incident, problem, change, risk, and knowledge management

• Proposing solutions for recurring incidents and enhancements in existing solutions

• Performing service management reporting and continuous service improvement

Qualifications and Experience:

• Bachelors degree in Electrical Engineering, Software Engineering, Computer Science, Computer Engineering, or related discipline
• 4+ years of experience in L2 managed services or application support
• 1+ years of experience in Smart/Connected Products & IoT workflow
• Hands-on experience in troubleshooting mobile or web app issues, AWS platform, Linux, NoSQL Database (Dynamo DB), and trouble ticketing tools (Jira Software & Jira Service Desk)
• Ability to differentiate between application and platform issues and resolve them effectively

Preferred qualifications:

• Hands-on experience with New Relic and AWS Cloudwatch tools
• Operation support experience for IoT projects with 50,000+ live devices
• ITIL certification
• Experience in AWS Cloud IoT Core platform
• L3 support experience in addition to L2 Joining this role will give you the opportunity to work on challenging IoT projects and enhance your skills in managing and supporting IoT solutions.