Technical Support Engineer (TSE/SRE)
The Technical Support Engineer (TSE/SRE) is expected to
provide advanced technical support and reliability engineering for our
Data/Graph-based software product to a global client base and partners.
This role requires strong technical expertise, sharp
problem-solving skills, and the ability to communicate complex technical
information clearly. Beyond troubleshooting and resolving customer-facing
issues, this role also carries reliability ownership — monitoring system
health, improving uptime, and building automation to reduce recurring issues.
The TSE/SRE must have experience working with databases,
ideally including graph databases, and a solid background in Linux, networking,
and scripting (bash/python). They work closely with engineering teams to
escalate and resolve complex issues (e.g., code changes required,
first-time-seen behavior) and contribute to reliability improvements across the
platform.
Job Responsibilities
- Tiered
Support: Provide Tier 1-3 technical support, owning issues from
initial triage through resolution or engineering handoff
- Troubleshooting: Diagnose and resolve complex technical issues across application,
database, and infrastructure layers
- Incident
Management: Lead or support incident response for production issues,
including root cause analysis and postmortems
- Reliability
& Monitoring: Monitor system health and performance using
observability tooling; proactively identify and address risks before they
become incidents
- Automation: Build scripts and tooling to reduce manual, repetitive support and
operational work
- Knowledge
Documentation: Maintain runbooks, KB articles, and internal
documentation for common issues and resolutions
- Customer
Communication: Communicate technical issues and resolutions clearly to
customers and partners
- Collaboration
with Development Teams: Escalate and work jointly with engineering on
issues requiring code-level fixes
- Database
Monitoring & Optimization: Monitor and tune database performance
for production workloads
- Product
Adoption Support: Assist customers with onboarding, configuration, and
best-practice usage of the product
- Training
and Mentoring: Mentor junior support engineers and contribute to team
knowledge-sharing
Must-Have:
- 3-5
years of overall experience in Technical Support, SRE, or DBA/SysAdmin
roles supporting production systems, with direct customer-facing exposure
- Proficiency
in Linux system administration and troubleshooting
- Strong
skills in Bash and Python scripting
- Hands-on
experience with Kubernetes and Docker/container management
- Experience
with NoSQL databases; hands-on experience with a graph database (Neo4j,
ArangoDB, Dgraph, Neptune, or similar) strongly preferred
- Knowledge
of network protocols and security practices (SSL, LDAP, AD, SSO)
- Experience
with monitoring/observability tools (Prometheus, Grafana, ELK Stack,
Datadog, or Splunk)
- One
of the following: Kubernetes certification (CKA) or a Cloud certification
(Azure/AWS/GCP, DevOps Engineer level or equivalent)
Good to Have:
- Understanding
of a systems programming language (Go, C++)
- SQL
proficiency
- Familiarity
with DevOps/automation tools (Jenkins, Ansible, Terraform)
- Experience
with on-call rotations and SLA-driven support models
Requirements
Must-Have:
- 3-5
years of overall experience in Technical Support, SRE, or DBA/SysAdmin
roles supporting production systems, with direct customer-facing exposure
- Proficiency
in Linux system administration and troubleshooting
- Strong
skills in Bash and Python scripting
- Hands-on
experience with Kubernetes and Docker/container management
- Experience
with NoSQL databases; hands-on experience with a graph database (Neo4j,
ArangoDB, Dgraph, Neptune, or similar) strongly preferred
- Knowledge
of network protocols and security practices (SSL, LDAP, AD, SSO)
- Experience
with monitoring/observability tools (Prometheus, Grafana, ELK Stack,
Datadog, or Splunk)
- One
of the following: Kubernetes certification (CKA) or a Cloud certification
(Azure/AWS/GCP, DevOps Engineer level or equivalent)
Skills Required
- 3–5 years of experience in technical support, SRE, DBA, or systems administration roles supporting production systems, including direct customer-facing experience
- Linux system administration and troubleshooting
- Bash and Python scripting
- Hands-on Kubernetes and Docker/container management experience
- NoSQL database experience
- Hands-on graph database experience, such as Neo4j, ArangoDB, Dgraph, Neptune, or similar
- Knowledge of network protocols and security practices, including SSL, LDAP, Active Directory, and SSO
- Experience with monitoring and observability tools such as Prometheus, Grafana, ELK Stack, Datadog, or Splunk
- Kubernetes certification such as CKA, or an equivalent Azure, AWS, or GCP DevOps Engineer-level cloud certification
- Understanding of a systems programming language such as Go or C++
- SQL proficiency
- Familiarity with Jenkins, Ansible, or Terraform
- Experience with on-call rotations and SLA-driven support models
What We Do
Agivant Technologies is a new-age, AI-first digital and cloud engineering services company. It helps enterprises use cutting-edge technology, AI, automation, and platform engineering to create new business models, accelerate growth, and deliver measurable impact. The company also emphasizes a dual mission: driving client business success while expanding access to opportunities for technology talent in underserved, mid-tier locations across global markets.
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