Client Support Engineer

Righttalentrightnow; Hyderabad; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Righttalentrightnow is seeking a skilled Client Support Engineer in Hyderabad to manage critical production systems and resolve client impact incidents. The role emphasizes platform reliability and proactive operational improvements. Candidates should be proficient in cloud infrastructure and have strong communication skills.

The ideal candidate will support various aspects, including monitoring platform health, running incident management processes, and ensuring seamless service delivery for clients. Experience in Production Support is essential.

Qualifications

• Strong experience in Production Support or Client Support.
• Experience with handling P0/P1 incidents.
• Strong stakeholder communication skills.

Responsibilities

• Own and resolve production incidents across distributed systems.
• Lead incident response and coordinate cross-functional teams.
• Monitor platform health using observability tools.

Skills

Production Support

Incident Management

CloudWatch

SQL

Python

CI/CD

Client Communication

Tools

Kibana

GitHub Actions

Job description

Job Description

Two Circles – Client Support Engineer We are Two Circles, a Sports & Entertainment Marketing business. We grow audiences and revenues by understanding and influencing fan behavior. Our platforms and services are trusted by over 1,000 global clients, including the English Premier League, Red Bull, UEFA, VISA, the NFL, Nike and Amazon. We operate from 15 offices worldwide and deliver work to sports and entertainment businesses of all shapes and sizes.

About the Role

We are looking for a highly skilled Client Support Engineer to manage critical production systems, resolve client‑impacting incidents, and ensure reliability across our digital platforms and services. The ideal candidate should have strong experience in cloud infrastructure, observability, incident management, and stakeholder communication, with the ability to collaborate across Engineering, Product, and Client teams to ensure seamless service delivery. This role is highly focused on platform reliability, rapid issue resolution, and proactive operational improvements.

Key Responsibilities

• Own and resolve client‑impacting production incidents across distributed systems
• Handle high‑severity incidents (P0/P1/P2) while ensuring SLA adherence
• Lead incident response bridges during outages and coordinate cross‑functional teams for service restoration
• Perform Root Cause Analysis (RCA) and drive preventive actions for recurring issues
• Support release validation, deployment checks, and post‑release monitoring

Monitoring & Reliability Engineering

• Monitor platform health using observability tools and alerting systems
• Analyze logs, metrics, dashboards, and system behavior to identify risks proactively
• Improve system reliability through better monitoring, alerting, and operational tooling
• Collaborate with Engineering teams to improve architecture resilience and service stability

Client & Stakeholder Management

• Act as the primary technical contact for client escalations and support issues
• Provide clear and timely communication to clients regarding incidents and resolutions
• Work closely with Product, Engineering, QA, and Delivery teams for faster resolution
• Participate in service reviews and operational reporting with leadership
• Identify recurring issues and drive operational excellence initiatives
• Build automation for incident handling, monitoring, and ticket enrichment
• Improve documentation, SOPs, troubleshooting guides, and knowledge management
• Enhance support workflows to reduce MTTR and improve service efficiency

Required Skills

Must Have

• Strong experience in Production Support / Client Support / Application Support
• Incident Management and major incident handling (P0/P1)
• Monitoring & Observability: CloudWatch, Kibana, Log Analysis
• SQL for investigation and troubleshooting
• Scripting knowledge: Python / Bash
• CI/CD understanding and deployment validation
• Strong stakeholder and client communication skills

Good to Have

• GitHub Actions / DevOps workflow knowledge
• Networking fundamentals (TCP/IP, DNS, HTTP)
• Experience in global support models
• Automation using AWS Lambda or operational tooling