System Support Engineer L1/L2

TechBulls SoftTech Pvt Ltd; Mumbai; On-site; INR 500,000 - 800,000; Full time

Job summary

A technology company in Mumbai is seeking a technical support professional to provide Level 1 and Level 2 support for application-related issues. Candidates should have experience in enterprise environments and knowledge of Linux/UNIX system administration. The role requires troubleshooting incidents, managing servers, and strong communication skills to assist non-technical users. This position may involve rotational shifts and on-call support.

Qualifications

• Experience in enterprise application or customer support environments.
• Good knowledge of Linux/UNIX system administration.
• Hands-on experience with web/application servers.
• Basic understanding of databases and SQL queries.
• Exposure to scripting or programming languages.
• Familiarity with ITSM/ticketing tools.
• Strong verbal and written communication skills.
• Ability to explain technical issues to non-technical users.
• Quick learner with a problem-solving mindset.
• Customer-focused and solution-oriented approach.

Responsibilities

• Provide Level 1 / Level 2 technical support via phone and email.
• Take complete ownership of reported issues.
• Troubleshoot, analyse, and resolve incidents.
• Work on Linux/UNIX environments.
• Support and manage web/application servers.
• Perform basic database checks and queries.
• Log, track, and update incidents using ticketing tools.
• Follow defined support processes and SLAs.
• Communicate system outages and resolutions.
• Create and maintain knowledge base articles.
• Collaborate with internal teams to resolve issues.
• Be open to rotational shifts and on-call support.

Skills

Customer support

Linux/UNIX system administration

Web/application server management

SQL queries

Scripting or programming languages

ITSM / ticketing tools

Verbal communication

Written communication

Problem-solving

Customer-focused approach

Tools

Jira

Freshdesk

Job description

TechBulls was founded in 2011 with an aim to help customers develop products using cutting edge technologies.

Job Description

Key Responsibilities

• Provide Level 1 / Level 2 technical support via phone and email for application and system‑related issues
• Take complete ownership of reported issues and drive them to resolution
• Troubleshoot, analyse, and resolve incidents related to applications, servers, and databases
• Work on Linux/UNIX environments, including high availability and load‑balanced systems
• Support and manage web/application servers such as Apache, Tomcat, and JBoss
• Perform basic database checks and queries on SQL Server, MySQL, or Oracle
• Log, track, and update incidents using ticketing tools like Jira or Freshdesk
• Follow defined support processes, SLAs, and escalation procedures
• Communicate system outages, incidents, and resolutions clearly to stakeholders
• Create and maintain knowledge base articles and technical documentation
• Collaborate with internal teams to resolve complex technical and functional issues
• Be open to rotational shifts, on‑call support, and extended hours when required

Required Skills & Qualifications

• Experience in enterprise application or customer support environments
• Good knowledge of Linux/UNIX system administration
• Hands‑on experience with web/application servers
• Basic understanding of databases and SQL queries
• Exposure to scripting or programming languages
• Familiarity with ITSM / ticketing tools
• Strong verbal and written communication skills
• Ability to explain technical issues to non‑technical users
• Quick learner with a problem‑solving mindset
• Customer‑focused and solution‑oriented approach