Systems Engineer (Service)

ANTLABS PTE. LTD.; Singapore; On-site; USD 50,000 - 90,000; Full time

Job summary

Join a forward-thinking company as a Principal Engineer in a dynamic technical support team. You will tackle challenges head-on, providing critical support for customer solutions while collaborating with sales and professional services. Your role involves troubleshooting, managing relationships, and ensuring customer satisfaction. With a focus on cloud solutions and technical training, this position offers an exciting opportunity to grow your skills in a fast-paced environment. Be part of a team that values innovation and excellence, where your contributions will directly impact customer success and drive the future of technology.

Qualifications

• 3+ years of experience in Linux OS and technical support.
• Strong troubleshooting skills and experience with cloud solutions.

Responsibilities

• Provide in-depth technical assistance to customers and partners.
• Troubleshoot and recover customer services within SLA.

Skills

Linux OS (CentOS)

TCP/IP

DNS

HTTP

DHCP

RADIUS

SMTP

SNMP

MySQL

MariaDB

Apache

Nginx

KVM

VMware

Kubernetes

Docker

Ansible

Bash scripting

PHP

Perl

Wireshark

ELK stack

Speedtest applications

Job description

Position Overview

We are looking for a candidate who loves challenges and working in a fast-paced environment, utilizing their technical expertise confidently and a passion for troubleshooting and analysis. You will be part of the technical support team that provides support to our customers. You should be a resourceful team player who is self-motivated, responsible, and able to work well under pressure. You should also have the potential or ability to lead a group of technical support engineers handling technical problems.

Your job scope involves providing in-depth technical assistance to end customers and partners in the use of ANTlabs products and solutions, collaborating with the sales and professional services teams to ensure customer success and satisfaction, and participating in the creation and maintenance of support documentation.
To join our team, you should:

• Have at least 3 years’ experience working with Linux OS (CentOS)
• Be comfortable handling critical customer solution projects

Job Description

• Support projects and serve as Principal Engineer for assigned solution projects
• Understand the scope environment of existing project support and manage customer relationships
• Troubleshoot and recover customer services within SLA (onsite/remote)
• Travel to customer sites as needed
• Provide technical training for new staff, Level 1 support, or customers when needed
• Take over upcoming new projects from the Solution Team, understand technical solutions, and provide support
• Perform product support and act as a technical escalation point for Service Desk (Level 1)
• Perform troubleshooting and identify abnormalities in cloud platform and gateway products
• Analyze customer-reported issues, escalate to the Technology Team, and work on solutions
• Prepare and execute Method of Procedure (MOP) remotely or onsite, and verify services
• Share updates on relevant solutions with customers and schedule patch updates
• Maintain detailed database of solution projects and update accordingly
• Maintain OPS, NMS, and perform basic operations
• Perform weekly rotational on-call standby duties

Skill Set

• Knowledge of basic protocols (TCP/IP, DNS, HTTP, DHCP, RADIUS, SMTP, SNMP)
• Hands-on experience with:
• Database (MySQL, MariaDB)
• Clustering/HA (Pacemaker, Heartbeat, DRBD)
• Web services (Apache/Nginx)
• Strong troubleshooting skills for analyzing and isolating technical issues
• Technical explanation and incident management skills
• Experience supporting external customer solutions and ensuring service within SLA
• Experience in server-grade hardware maintenance
• Experience deploying and maintaining cloud-based solutions (preferably AWS)
• Experience with virtualization platforms (KVM, VMware, Kubernetes, Docker)
• Experience with automation tools (Ansible)
• Proficiency in bash scripting; knowledge of PHP and Perl scripting is a plus
• Familiarity with Wireshark is beneficial
• Understanding of basic networking, wireless technology, and authentication methods (EAPSIM, EAP-PEAP, 802.1x)
• Experience with ELK stack and Speedtest applications

Personality

• Good work ethics
• Self-starter and innovative
• Team player