Platform Support Engineer

WHAT YOU WILL BE DOING

• Strong pod-level troubleshooting skills in AKS/EKS (not just restarting pods).
• Analyze application and DB (RDS, MySQL) performance issues.Deeply investigate and analyze application performance issues (Java, Grails, Hibernate), identifying root causes and implementing solutions.
• Oversee the monitoring of our SaaS applications and underlying infrastructure (Kubernetes on AWS and Azure, VPN connections, customer applications, Elastic Search, MySQL) for alerts and performance issues.
•  Strong understanding of basic computing concepts like DNS, IP addressing, Networking, and LDAP.
• Effectively participate and contribute in on-call escalations with a strong operational mindset and provide technical guidance during critical incidents.
• Proactively communicate with customers on technical issues when required.
• Ability to guide junior engineers when needed technically.
• Manage the full lifecycle of alerts, incidents, and service requests reported through FreshService, ensuring timely and accurate logging, prioritization, resolution, and escalation.
• Develop, implement, and maintain operational procedures, runbooks, and knowledge base articles to standardize incident resolution and service request fulfillment.
• Drive continuous improvement initiatives to optimize operational efficiency, reduce incident rates, and improve service request turnaround times.
• Collaborate with backend engineering and development teams to troubleshoot complex issues, identify root causes, and implement preventative measures.
• Ensure adherence to defined SLAs (Service Level Agreements) and KPIs (Key Performance Indicators) for operational performance.Maintain operational documentation, including system diagrams, contact lists, and escalation paths.
• Ensure compliance with relevant security and compliance policies.
• Plan and coordinate scheduled maintenance activities with minimal impact to service availability.

WHAT YOU BRING

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
• Minimum of 3+ years of experience in IT/Cloud operations and application support (specifically Java apps), with knowledge of cloud infrastructure (AWS and Azure).
• Strong experience with application support (Java, Grails, Hibernate) and performance analysis in a production environment, able to pinpoint a performance degradation through analysis.
• Strong understanding of cloud computing concepts, architectures, and services on both AWS and Azure platforms.
• Working knowledge of containerization and orchestration technologies, specifically Kubernetes.End-to-end technical accountability and operational ownership.Willingness to work in a 24/7 operating model.
• Experience managing and troubleshooting network connectivity, including VPNs and connections to external networks.
• Familiarity with monitoring tools and practices, with experience in setting up and responding to alerts.
• Hands-on experience with log management and analysis tools, preferably Elastic Search.
• Working knowledge of database systems, preferably MySQL, including L2 troubleshooting and performance monitoring.
• Experience with ITSM (IT Service Management) systems, preferably FreshService, including incident, problem, and service request management processes.
• Excellent problem-solving, analytical, and troubleshooting skills with a data-driven approach.Experience with Grafana systems and dashboards is a plus.
• Strong communication (written and verbal), interpersonal, and presentation skills.
• Ability to work effectively under pressure and manage multiple priorities in a fast-paced environment.
• Experience in developing and documenting operational procedures and runbooks.
• Experience with automation tools and scripting languages (e.g., Python, Bash) is a plus.
• Experience working in a SaaS environment is highly desirable.
• Working knowledge of database systems, preferably MySQL, including L2 troubleshooting and performance monitoring.
• Experience with ITSM (IT Service Management) systems, preferably FreshService, including incident, problem, and service request management processes.
• Excellent problem-solving, analytical, and troubleshooting skills with a data-driven approach.Experience with Grafana systems and dashboards is a plus.
• Strong communication (written and verbal), interpersonal, and presentation skills.
• Ability to work effectively under pressure and manage multiple priorities in a fast-paced environment.
• Experience in developing and documenting operational procedures and runbooks.
• Experience with automation tools and scripting languages (e.g., Python, Bash) is a plus.
• Experience working in a SaaS environment is highly desirable.