Technical Support Engineer TSE SRE

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

Job summary

Agivant Technologies is seeking a Technical Support Engineer (TSE/SRE) to provide advanced technical support and reliability engineering for our data/graph-based software. You will monitor health, improve uptime, and build automation to reduce recurring issues while collaborating with engineering on code-level fixes.

The role requires experience with Linux, scripting, Kubernetes, Docker, and graph/NoSQL databases, with exposure to monitoring tools and security best practices.

Qualifications

• Hands-on experience with Linux systems and troubleshooting.
• Experience with Bash and Python scripting.
• Proficiency in Kubernetes and Docker/container management.
• Experience with graph databases and NoSQL databases.
• Knowledge of network protocols and security practices.

Responsibilities

• Provide Tier 1-3 technical support and ownership from triage to resolution.
• Diagnose complex issues across application, database, and infrastructure layers.
• Lead incident response, root-cause analysis, and postmortems.
• Monitor system health and reliability using observability tools.
• Build automation to reduce manual work and maintain runbooks.

Skills

Linux

Bash

Python

Kubernetes

Docker

Graph DB

NoSQL

Networking

Security

Tools

Kubernetes

Docker

Jenkins

Ansible

Terraform

CKA

Cloud Certifications

Job description

Job Description:

The Technical Support Engineer (TSE/SRE) is expected to provide advanced technical support and reliability engineering for our Data/Graph-based software product to a global client base and partners.

This role requires strong technical expertise, sharp problem-solving skills, and the ability to communicate complex technical information clearly. Beyond troubleshooting and resolving customer-facing issues, this role also carries reliability ownership - monitoring system health, improving uptime, and building automation to reduce recurring issues.

The TSE/SRE must have experience working with databases, ideally including graph databases, and a solid background in Linux, networking, and scripting (bash/python). They work closely with engineering teams to upscale and resolve complex issues (e.g., code changes required, first-time-seen behavior) and contribute to reliability improvements across the platform.

Job Responsibilities

• Tiered Support: Provide Tier 1-3 technical support, owning issues from initial triage through resolution or engineering handoff


• Troubleshooting: Diagnose and resolve complex technical issues across application, database, and infrastructure layers


• Incident Management: Lead or support incident response for production issues, including root cause analysis and postmortems


• Reliability & Monitoring: Monitor system health and performance using observability tooling; proactively identify and address risks before they become incidents


• Automation: Build scripts and tooling to reduce manual, repetitive support and operational work


• Knowledge Documentation: Maintain runbooks, KB articles, and internal documentation for common issues and resolutions


• Customer Communication: Communicate technical issues and resolutions clearly to customers and partners


• Collaboration with Development Teams: Escalate and work jointly with engineering on issues requiring code-level fixes


• Database Monitoring & Optimization: Monitor and tune database performance for production workloads


• Product Adoption Support: Assist customers with onboarding, configuration, and best-practice usage of the product


• Training and Mentoring: Mentor junior support engineers and contribute to team knowledge-sharing

Must-Have

• 3-5 years of overall experience in Technical Support, SRE, or DBA/SysAdmin roles supporting production systems, with direct customer-facing exposure


• Proficiency in Linux system administration and troubleshooting


• Strong skills in Bash and Python scripting


• Hands-on experience with Kubernetes and Docker/container management


• Experience with NoSQL databases; hands-on experience with a graph database (Neo4j, ArangoDB, Dgraph, Neptune, or similar) strongly preferred


• Knowledge of network protocols and security practices (SSL, LDAP, AD, SSO)


• Experience with monitoring/observability tools (Prometheus, Grafana, ELK Stack, Datadog, or Splunk)


• One of the following: Kubernetes certification (CKA) or a Cloud certification (Azure/AWS/GCP, DevOps Engineer level or equivalent)

Good to Have

• Understanding of a systems programming language (Go, C++)


• SQL proficiency


• Familiarity with DevOps/automation tools (Jenkins, Ansible, Terraform)


• Experience with on-call rotations and SLA-driven support models

Requirements

• 3-5 years of overall experience in Technical Support, SRE, or DBA/SysAdmin roles supporting production systems, with direct customer-facing exposure


• Proficiency in Linux system administration and troubleshooting


• Strong skills in Bash and Python scripting


• Hands-on experience with Kubernetes and Docker/container management


• Experience with NoSQL databases; hands-on experience with a graph database (Neo4j, ArangoDB, Dgraph, Neptune, or similar) strongly preferred


• Knowledge of network protocols and security practices (SSL, LDAP, AD, SSO)


• Experience with monitoring/observability tools (Prometheus, Grafana, ELK Stack, Datadog, or Splunk)


• One of the following: Kubernetes certification (CKA) or a Cloud certification (Azure/AWS/GCP, DevOps Engineer level or equivalent)

Requirements: