Senior Support Engineer

Incedo; Pune District; On-site; INR 1,200,000 - 1,500,000; Full time

Job summary

Incedo is seeking a hands-on technical support engineer to work on a high-performance SaaS framework built on AWS/OpenShift. You will review logs, debug backend and frontend code, perform testing, and lead critical incident resolution to minimize downtime.

The role emphasizes strong Java and React JS skills, advanced troubleshooting, automation, and collaboration with cross-functional teams to deliver reliable cloud-based solutions for customers.

Qualifications

• Proven hands-on experience with Java and React JS in a cloud environment.

Responsibilities

• Provide technical support and contribute to application architecture, design, and code reviews.
• Review customer issue logs, inspect backend and frontend code, and run relevant tests.
• Diagnose and fix issues in a cloud-based SaaS framework on AWS/OCP infrastructure.
• Lead incident resolution to minimize downtime and impact on end-users.
• Perform root cause analysis and implement preventive measures.
• Develop scripts and automation to streamline issue resolution.
• Maintain thorough documentation of troubleshooting steps, configurations, and resolutions.
• Communicate clearly with customers on progress and preventive actions.
• Collaborate with internal and external stakeholders across development, QA, and operations.
• Mentor junior team members and share knowledge across the organization.
• Troubleshoot and fix customer issues identified internally or in production deployments.

Skills

Java

React JS

Troubleshooting

Incident management

Automation scripting

Documentation

Customer communication

AWS

Tools

AWS

OpenShift (OCP)

CI/CD

Job description

Responsibilities:

1. Providing technical support, be a stake holder in application architecture, design, design review, writing code, code review, continuous integration, continuous deployment.


2. Should be able to review customer issue logs, inspect both backend and front-end code, and conduct relevant tests if required.


3. JAVA, React JS Strong 3 years Hands-on required and able to fix/debug issues.


4. Advanced Troubleshooting: Diagnose and resolve complex issues related to the cloud application, involving in-depth knowledge of the application architecture and infrastructure.


5. Incident Management: Lead the resolution of critical incidents, ensuring timely and effective responses to minimize downtime and impact on end-users.


6. Root Cause Analysis: Conduct thorough root cause analyses for recurring issues, implement preventive measures, and provide insights for continuous improvement.


7. Automation and Scripting: Develop and utilize scripts and automation tools to streamline processes, improve efficiency, and reduce manual intervention in issue resolution.


8. Documentation: Maintain comprehensive documentation for troubleshooting procedures, system configurations, and resolutions to facilitate knowledge sharing and future reference.


9. Customer Communication: Effectively communicate with customers, providing clear and timely updates on issue resolution progress and collaborating on preventive measures.


10. You will be responsible for supporting High Performance, Scalable, Robust, and Secure Common SaaS Framework based on AWS/OCP infrastructure. This framework allows customers to configure provision, upgrade & monitor various network functions in carrier grade enterprise & telecom networks.


11. Security and Compliance: Ensure the security of systems and applications, adhere to compliance requirements, and implement best practices for data protection.


12. Collaboration: Collaboration with internal and external stakeholders. Work closely with development, QA, and operations teams to foster a culture of collaboration and continuous improvement. Collaborate with clients team to gather the requirements.


13. Training and Mentorship: Provide guidance and mentorship to junior team members and promote knowledge sharing within the organization.


14. Troubleshoot and fix any customer issues identified internally or in the production deployments.