Support Engineer

The ideal candidate has to be passionate for technology, customer service, and metrics. This is an opportunity to oversee critical technical operations for our organization and help shape the future of our NOC and support functions.

Responsibilities

• Oversee monitoring of networks, servers, security systems, and critical applications to identify performance issues and outages.
• Investigate and troubleshoot technical problems, coordinating with other teams as needed.
• Develop, document, and implement processes and procedures for NOC and support operations.
• Manage incident response processes, ensuring prompt resolution and documentation.
• Communicate effectively with stakeholders and leadership regarding status and incidents.
• Identify opportunities for improvement in tools, systems, and team capabilities.
• Perform root cause analysis on major incidents and outages.

Qualifications

• 3+ years experience in NOC and/or technical support teams.
• Deep understanding of networking, infrastructure and application monitoring in the cloud (AWS).
• Experience in monitoring and metrics tools such as ELK, CloudWatch, Datadog, etc.
• Experience with container orchestrator tools such as Kubernetes or ECS.
• Experience in incident management.
• Experience with ticket management tools such as Jira.
• Experience in L1 and L2 support.
• Strong analytical and problem‑solving skills.
• Availability to work off‑hours and on‑call rotations as needed.

Benefits

• Global Vibes – collaborate with a worldwide crew.
• Brain Boosters – learning budgets, access to courses, and tools for your growth.
• Flexible Time Off – generous leave and wellness policies.
• Agile Everything – our approach to Scrum and operations.