Operation Engineer (L1/L2)

Company Description

Are you passionate about optimizing operations and ensuring seamless technical processes in a fast-paced tech environment? Do you excel at troubleshooting, managing workflows, and contributing to the efficiency of an innovative team? If your answer is yes, then Portonics is the right place for you!

Who we are

Portonics is a global organization working in the US, Europe, and Emerging Asia such as Thailand, Bangladesh, Myanmar, and other countries. We are an agile team who are very passionate about what we build.

We build digital products and solutions which enable brands across the region to make new kinds of interactions with their customers possible. Portonics works very closely with leading global corporations and companies in the telecom, payments, e-commerce, financial sectors.
Our mission is to create digital transformation across the world with technological innovations.

We focus on flat culture to encourage people’s passions in the fields they love to work in. Everybody gets a chance to work on the parts of product development they are passionate about. Our teams are highly capable and make teamwork a breeze.

We design to reduce/automate processes to make products better! We leverage open-source technologies and extend them to create amazing solutions. As a digital transformation team, we are big on DevOps culture, and collaboration.

Job Description

About the position

As an Operations Engineer, you will need to be skilled in managing tickets in JIRA, customer satisfaction, on-demand call, and support, provide up to Level 2 support to the clients.

This role would be responsible for organizing the technical support team activities for the organization.

If you have the ability to learn and adapt to new technologies quickly then the below applies to you:

• Provides support for all incoming and assigned customer cases via telephone and web-based CRM platforms for different projects of Portonics Limited. Re-creating customer problems and testing customer configurations in-house to help diagnose problems;
• Escalates customer issues and requests assistance as appropriate;
• Acquires maintains, and expands knowledge of relevant product offerings, current support policies, and methods of support delivery, to quickly provide complete solutions;
• Performs at a high-performance level of response and resolution time, first call resolution, and customer satisfaction;
• Occasional travel to customer sites to perform on-site troubleshooting, upgrades, etc.
• Manage and run the company Atlassian JIRA Service Desk for all clients;
• Compile, analyze, and report on support metrics and work with product and engineering teams to communicate hot issues, customer/partner needs, and priorities, and to drive product improvement;
• Builds & maintains strong business relationships, ensuring support is aligned with business objectives and helps drive value to the business and clients;
• Works in partnership with the Technology team (e.g., applications, process, and infrastructure) to ensure that overall support teams are able to deliver effective and efficient solutions and services addressing technical operational needs;
• Develop standard work procedures for all support activities;
• Work closely with Project Leads to ensure accurate and complete data is being pulled out of systems for business reporting needs;
• Develop, test, and continually improve disaster recovery and system backup plans;
• Interface with the training department to ensure documentation and support-related training material is shared with new team members;
• This job requires 24/7 on-demand support;

Key Responsibilities:

• Monitor system health using tools like Grafana and Kibana.
• Manage Linux servers, Kubernetes clusters, and Docker containers.
• Handle deployments and ensure smooth operation of applications.
• Troubleshoot and resolve system issues, ensuring high availability.
• Support and resolve customer tickets related to system performance.
• Provide incident support and prepare Root Cause Analysis (RCA) reports.
• Automate tasks and optimize resource usage.
• Participate in on-call rotations for incident response.

Qualifications

Skills & Qualifications:

• Experience with Linux system administration, Kubernetes, Docker, and deployment processes.
• Proficient in monitoring tools like Grafana, Kibana, and Prometheus.
• Strong troubleshooting, performance optimization, and incident management skills.
• Experience with scripting (Bash, Python) and automation.
• Knowledge and skills in MySQL/PostgreSQL (Including Replication);

Qualifications:

• Bachelor's Degree in Computer Science or related field; with 3 years of industry experience including systems analysis or equivalent combination of education, training, and experience; 

Must have:

• At least 3 years of technical support for a technology company (channel/partner management experience highly preferred) experience required;
• 2 years of hands-on experience with Linux and/or Windows Server 2010 and up-OS;
• Demonstrated experience supporting enterprise-level, mission-critical applications;

Good to have:

• Knowledge and skills in Linux (RHEL, CentOS);
• Knowledge and skills in Load Balancer (Nginx, HAProxy);
• Knowledge and skills in scripting language Bash and/or (PHP, Python);
• Skills in troubleshooting high availability applications on Python/PHP/Node.js using the above stacks;
• Familiarity with Jenkins, Elasticsearch, Grafana, and Kibana is a plus;

Additional Information

• Communication is extremely important; our engineers work across every team in the organization. Candidates need to be able to communicate not only with other developers but also with management, non-tech team members & external parties.
• Someone who will take ownership of a feature or application from initial conception through release while also assisting others when the need arises.
• Have an understanding of virtualization and containerization as a tool for growing scalability, reliability, and expediency.
• Ability to learn and teach new technologies and skills as new technology is introduced.
• Sound mature judgment and decision-making ability.
• Strong analytical and problem-solving skills.
• We are looking for honest, dedicated, and responsible individuals.
• This is a hybrid position and will require you to come to the office and work from home.