Support Engineer - Malaysia

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Summary: 
As a Support Engineer, you will be the primary point of contact for our customers to help them solve problems and utilize the devops solution to the fullest. A key part of your job will be to answer tickets coming in from customers on both technical and operational issues with our solution. You will spend time learning and understanding devops products. In addition, you will work cross functionally to resolve customer issues in a timely fashion and will communicate important feedback and insights from customers in order to improve our product and services

Responsibilities:
Willingness to support the North America region (Night Shift - 11.00 pm to 8.00 am MST) - Flexible to accommodate urgent customer needs over weekends and public holidays
Documenting all support issue details while supporting customers - to ensure details are available for all relevant parties
Provide support via modern video call tools - like Zoom when to speed up investigation
Work cooperatively with other devops support team members - to arrive at issue resolution as per Service Level Agreement before escalating to global team or engineering team
Contribute, maintain, and improve knowledge base - articles, training materials, and other repositories of information
Report customer use - cases, requirements, enhancement requests, and recommend fixes
Practice the ‘give and take’ model of knowledge and experience exchange - by sharing information to the team
Hunger to learn and improve job skills through participation - in product, technology, and customer service training
Participate in improving processes, communication, systems, etc.

Requirements:
Has deep understanding of Operating System concepts
Has basic Linux commands skills to check processes, permissions, list files and attributes, grep, network troubleshooting
Experience with SQL database - set up database and connect it with a remote client, troubleshoot SQL exception
Good understanding of networks, usage of proxies, load balancers
Good understanding of user management with LDAP/AD/Apache DS etc
Good understanding of SSL concepts
Understanding of application server technologies - e.g: Tomcat, Apache, WebSphere, JBoss etc
Experience with using REST API/cURL
Experience with using virtualization solutions - e.g: VirtualBox, VMware, Docker, AWS
Has hands on Java/J2EE application troubleshooting experience especially with performance related components

Good to have:
Knowledge with using Jenkins/Maven/k8s/openshift/SNOW/Atlassian stacks and any other integrations
Knowledge with scripting languages like Python, Java etc
Knowledge with high availability clustering concept

Please send your resume to swami@insistenttech.com

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