Customer Support Engineer
Terastar Networks India Private Limited
Location
Bangalore | India
Job description
As a Customer Support Engineer, a typical day might include:
- Fixing a customer Incident - this might include being called outside of office hours.
- Deploying a new customer or upgrading an existing installation
- Developing and testing upgrade procedures.
- Answering customer product questions.
- Reproducing a customer issue on a test lab.
- Working with our engineering team to root cause or escalate an issue.
- Developing operational improvements/procedures to enhance the product or internal knowledge
Outstanding SREs use their system understanding to identify and resolve customer issues quickly, engaging the rest of the business to assist as necessary. They are advocates for the customer inside the business and own issues to resolution. They are able to quickly understand and summarise complex issues, and communicate the effectively to the customer and internally. They are flexible and have in depth knowledge of the product, enabling them to work on a range of deployment and support issues
Your key skills:
- Demonstrable experience supporting Enterprise/Telco/Service Provider environments on a 24x7 on call basis
- Experience supporting/working with Kubernetes/Containers in an Enterprise or similar
- environment.
- Strong Linux System Admin Experience with excellent troubleshooting and problem-solving skills
- Good communication (English) and problem solving with a desire to put the customer first
- Experience with supporting using operations tools such as Prometheus, Grafana, ELK
- Detail orientated with an ability to rapidly assess and react to complex issues.
Other relevant skills:
- Experience with relational SQL and NoSQL databases, including Postgres and Cassandra.
- Experience with CICD pipelines (e.g. Jenkins, GitHub) and configuration management (e.g. Chef/Ansible/Puppet)
- Experience in supporting cloud based applications (e.g. AWS, Azure, Google Cloud)
- Experience with storage technologies (e.g. NFS, block storage, SAN, hyperconverged storage)
- Good understanding of networking and networking protocols.
- Experience in virtualisation technologies (E.g. VMWare, KVM)
- Demonstrable scripting skills and automation (bash, python etc.)
- Experience in ITIL support methodologies and using a Service Desk for issue management (e.g. ticket management, SLAs,Incident/Problem/Change Management) etc.
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