Support Engineer

hace 7 días

Tlahuac, México SA technologies inc A tiempo completo

**Support Engineer - Job Description About the Job Context.**
- The Client develops custom solutions for individual clients. Even if custom, these solutions share many common traits.
- They are deployed to various Flavors of Kubernetes.
- This gives them a similar UI, working on similar concepts, with similar workflows.

**L1 Support.**
- We did not have the case yet, but it may happen that a customer requires being able to contact support by phone or mail. In this case, the support engineer will have to create the ticket in lieu of the user.
- In all cases, L1 support consists in the following: -Acknowledge the user’s request within the “first response” delay defined by our SLA with the customer, typically one hour.
- Consolidate the ticket so that L1 support and subsequent levels can be performed in good conditions.
- This includes ensuring that: ○ The ticket contains only one question or request.
- The ticket contains a clear and complete description.
- The dataset, screenshots, and/or logs needed to reproduce, or at least understand, the problem are included in the ticket.

**L2 Support.**
- Check the infrastructure dashboard to get information about the health of the infrastructure component.
- Check the status of deployment components, such as the pods, jobs, or volumes.
- Restart some pods.
- Increase the memory requests of some pods.
- **Try to reproduce the problem, typically on a test environment In both cases, the support engineer shall add all relevant information to the ticket, such as findings of investigations, actions taken and their effects, procedure to reproduce, logs and screenshot if reproduced. This information is communicated both to the user and to L3 support (that is, The Client).**:

- Expected Skills We are looking for someone with both soft and hard skills.

**The expected soft skills include**:

- Communication skills, especially a good proficiency in written English, and adaptability, as our customers don’t necessarily use great English.
- Being resourceful and organized, both to implement the ticketing processes and to conduct thorough investigations. The expected hard skills include:

- **Understanding of the microservice architecture concepts: front end, back end, databases, middleware components, interaction through REST API calls, etc.**:

- **Understanding of the basics of hardware and front/back-end software: memory (including the Java memory model with heap, stack, native memory, etc.), CPU 2 (including CPU throttling), disk usage, processes, logs, error messages, exceptions, stack traces, HTTP status codes, web browser console.**:

- Understanding of Kubernetes concepts and ability to control a Kubernetes deployment, including from the command line (e.g. kubectl).
- Ability to use monitoring tools such as Grafana or Loki.

Pay: From $10,000.00 per month

**Language**:

- English (required)

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