Enterprise Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of designated customer support cases from initial intake to final resolution, ensuring accurate logging, prioritization, status updates, communication with customers, and compliance with SLAs.

• Examine application and container logs, platform events, configuration files, environment variables, secrets, data feeds, database entries, API responses, deployment artifacts, and system behaviors.

• Troubleshoot resources within Kubernetes and OpenShift, including pods, deployments, services, ingress or routes, namespaces, ConfigMaps, secrets, persistent volumes, probes, resource limits, image versions, networking, and scaling behaviors.

• Identify and diagnose issues related to Java web applications, REST APIs, databases, messaging middleware, object storage, authentication and SSO, TLS certificates, cloud infrastructure, and customer integrations.

• Differentiate between product defects, environmental challenges, configuration mistakes, resource limitations, data issues, and integration failures through evidence-based root-cause analysis.

• Link logs, metrics, events, traces, timestamps, transaction IDs, request IDs, pod names, service names, configurations, and symptoms reported by customers.

• Conduct issue reproduction, hypothesis testing, defect validation, and other technical troubleshooting tasks.

• Collaborate with internal teams and customers to facilitate issue resolution and promote continuous service enhancements.

⛳️ Requirements

• Proven experience in supporting, deploying, implementing, or troubleshooting enterprise web applications, preferably those based on Java, in a production environment.

• Proficient working knowledge of Linux or Unix, as well as Windows environments, including command-line diagnostics, system outputs, and deployment configurations.

• Understanding of client/server and web application fundamentals, including HTTP/HTTPS, requests and responses, sessions, cookies, headers, HTML, CSS, JavaScript, connectivity, performance, and timeouts.

• Hands-on experience or strong working knowledge of Kubernetes and/or OpenShift, containers, registries, Helm, externalized configuration, persistent storage, service discovery, probes, resource management, and deployment troubleshooting.

• Insight into public, private, and hybrid cloud architectures, including Azure, AWS, Google Cloud, load balancers, DNS, private endpoints, firewalls, security groups, routing, managed services, and object storage.

• Experience in writing and debugging SQL, and familiarity with Oracle, Microsoft SQL Server, or other relational databases, including knowledge of schemas, tables, joins, keys, constraints, indexes, data types, and query behavior.

• Working knowledge of REST APIs, as well as messaging and caching technologies such as IBM MQ, Kafka, or Redis, and understanding of data flows across databases, queues, APIs, files, and object storage.

• Familiarity with SSO, SAML, OAuth, LDAP, certificates, OpenSSL, TLS handshakes, authentication, authorization, tokens, and identity-provider integrations.

• Knowledge of scripting languages such as Bash, PowerShell, Python, or Java and experience handling JSON, XML, YAML, CSV, deployment manifests, and data transformation concepts is an advantage.

• Valuable experience in supporting regulated financial services, financial crime compliance, transaction screening, or high-volume data platforms.

🏝️ Benefits

• Country specific benefits

• Disability and accommodation support during the hiring process