Support Engineer (Infrastracture/EDB)

Role Description

• Provide Tier 1 & 2 Support: Diagnose, troubleshoot, and resolve infrastructure and software incidents via phone, email, web, or onsite visits.
• Take Ownership: Manage customer issues and project implementations from initial contact through to full resolution.
• Collaborate & Escalate: Work closely with internal engineering teams and principal partners (like EDB, MongoDB, Red Hat) for L2/L3 support when needed.
• Maintain Infrastructure: Perform preventive/corrective maintenance, handle configuration changes, and create technical documentation (MOPs, RCAs).
• Adapt & Deliver: Participate in $24times7$ SOC shifting schedules to support our round‑time clients and meet SLA criteria.

Qualifications

• Bachelor’s Degree in IT, Computer Engineering/Science, or a related field.
• Experience: At least 2 years of experience in a similar technical field, including:
• 1–2 years in L...