Systems Engineer

ANTLABS PTE. LTD.; Singapore; Vor Ort; SGD 60.000 - 90.000; Vollzeit

Zusammenfassung

ANTLABS PTE. LTD. is seeking a capable Technical Support Engineer who thrives in a fast-paced environment. You will lead or support technical projects, troubleshoot complex issues, and ensure customers achieve success with ANTlabs products and solutions.

You will work with sales and professional services to drive customer satisfaction, create support documentation, and mentor junior engineers. Travel to customer sites may be required.

Qualifikationen

• 3 years’ experience working with Linux OS (Centos).
• Comfortable handling critical customer solution projects.
• Able to troubleshoot, isolate issues and provide solutions.
• Experience in technical support for external customers and projects.
• Willingness to travel to customer sites as needed.

Aufgaben

• Serve as Principal Engineer for assigned solution projects and manage customer scope.
• Provide technical escalation and troubleshoot cloud platform and gateway services to meet SLA.
• Prepare and execute method of procedure (MOP) for remote/onsite support.
• Share updates on new fixes and patches with customers and coordinate patching.
• Maintain detailed project and OPS/NMS documentation and update regularly.
• Support and maintain cloud-based and virtualization platforms.
• Participate in weekly on-call standby duties.

Kenntnisse

Linux

Troubleshooting

Technical leadership

Team collaboration

Networking basics

Tools

MySQL

MariaDB

Pacemaker

Heartbeat

DRBD

Apache

Nginx

AWS

Kubernetes

Docker

Ansible

Wireshark

ELK

Jobbeschreibung

We are looking for 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 the technical 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 have the potential or ability to lead a group of technical support engineers handling technical problems.

Your job scope involves providing end customers and partners with in-depth technical assistance in the use of ANTlabs products and solutions, cooperate with the sales and professional services teams to ensure ongoing customer success and satisfaction, and participate in the creation and maintenance of support documentations.

To join our team, you should:

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

Job Description

1. Project Support.

• Responsible as Principal Engineer for assigned solution projects
• Understanding of scope environment of existing project support & manage customers
• Troubleshoot and recover customer services within SLA (onsite/remote)
• Require traveling to customer sites when needed
• Provide necessary technical training for new staff, L1 or customer (when needed)
• Take over upcoming new projects from Solution Team, understand technical solutions and provide support

2. Product Support.

• Perform technical escalation point for Service Desk (L1)
• Able to perform troubleshooting and identify the abnormality (Cloud platform and gateway products)
• Troubleshoot and recover customer services within SLA
• Analyse customer report issues, timely elevate issues to Technology Team and work for solution(s)

3. Prepare and accurately execute (remote/onsite) MOP (Method of Procedure) and verify services

4. Timely share available new updates for relevant solutions to customers and schedule patch update

5. Maintain solution projects detailed database and update accordingly

6. Maintain OPS, NMS and perform basic operations

7. Perform weekly rotational on-call standby duties

Skill Sets

• Working knowledge and understanding of basic protocols (TCP/IP, DNS, HTTP, DHCP, RADIUS, SMTP, SNMP)
• Good hands-on working experience in – Database (MySQL, MariaDB), Clustering/HA (Pacemaker, Heartbeat, DRBD) & Web services - Apache/Nginx
• Troubleshooting skills to analyse and isolate technical issues
• Technical explanation and incident management skills
• Experience in technical support operation for external customers solution projects and ensure customer service within SLA
• Experience in server-grade hardware maintenance
• Experience in deploying and maintaining Cloud-based solutions (preferred experience in AWS)
• Experience in virtualization platform (KVM, VMware, Kubernetes, Docker)
• Experience in automation (Ansible)
• Experience in bash scripting
• Some knowledge of PHP and Perl scripting
• Some knowledge of using Wireshark would be beneficial
• Good understanding on basic networking, Wireless technology and authentication (EAPSIM, EAP-PEAP,802.1x)
• Experience in ELK, Speedtest application

Personality

• Good work ethics
• Self-starter
• Innovative
• Must be able to work as a team