Enterprise Support Engineer

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

📋 Description

• Take ownership of designated customer support cases from initiation to resolution, ensuring accurate logging, prioritization, status updates, customer communication, and adherence to SLAs.

• Evaluate application and container logs, platform events, configuration files, environment variables, secrets, data feeds, database records, API responses, deployment artifacts, and overall system behavior.

• Resolve issues related to Kubernetes and OpenShift resources, including pods, deployments, services, ingress or routes, namespaces, ConfigMaps, secrets, persistent volumes, probes, resource limits, image versions, networking, and scaling behavior.

• Identify problems involving 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 issues, configuration errors, resource constraints, data challenges, and integration failures through evidence-based root-cause analysis.

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

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

• Work collaboratively with internal teams and customers to facilitate issue resolution and continuous service enhancement.

• Oversee severity levels, escalations, and commitments to SLAs.

⛳️ Requirements

• Proven experience in supporting, deploying, implementing, or troubleshooting enterprise web applications, ideally Java-based, in a production setting.

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

• Knowledge of client/server and web application principles, encompassing HTTP/HTTPS, requests and responses, sessions, cookies, headers, HTML, CSS, JavaScript, connectivity, performance, and timeouts.

• Practical experience with, or solid working knowledge of, Kubernetes and/or OpenShift, containers, registries, Helm, externalized configuration, persistent storage, service discovery, probes, resource management, and deployment troubleshooting.

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

• Competence in writing and debugging SQL and working with Oracle, Microsoft SQL Server, or other relational databases; understanding of schemas, tables, joins, keys, constraints, indexes, data types, and query behavior.

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

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

• Understanding of scripting languages such as Bash, PowerShell, Python, or Java, along with experience working with JSON, XML, YAML, CSV, deployment manifests, and data transformation concepts is advantageous.

• Experience in supporting regulated financial services, financial crime compliance, transaction screening, or high-volume data platforms is a plus.

🏝️ Benefits

• Country-specific benefits.

• Disability and other accommodation support during the hiring process.