Support Engineer

Position: L2.5 Application Support Engineer
Location: Noida & Gurgaon
The Internet of Things (IoT) is transforming industries by connecting billions of devices worldwide. At Aeris, we are at the forefront of this revolution, providing essential connectivity and platform services for Fortune 500 companies. Our commitment to excellence spans across energy, transportation, healthcare, and automotive sectors. Aeris is a trusted partner in the Connected Car space, working with leading automotive OEMs such as Volkswagen, Mitsubishi, and Mazda.
Role Overview
We are seeking a skilled L2.5 Application Support Engineer to bridge the gap between Level 2 (L2) customer support and Level 3 (L3) engineering. This role involves diagnosing and resolving complex technical issues, ensuring the stability of mission-critical systems, and working collaboratively across support and development teams. You will handle escalated issues, interact directly with customer technical teams, and provide operational support to maintain system uptime and performance.
Key Responsibilities

• Advanced Troubleshooting and Diagnostics: Resolve escalated issues by analyzing system logs, database queries, and performance monitoring tools to identify root causes.
• Escalation Management: Serve as the technical escalation point for L2 teams, managing cases before involving L3 engineering for deeper code or architectural changes.
• Collaboration with Engineering Teams: Work with developers and engineers to develop permanent fixes or patches, documenting detailed technical reports.
• System Performance and Stability: Proactively monitor live systems, resolve recurring issues, and implement workarounds to ensure system health and uptime.
• Customer Interaction: Act as a technical liaison for customer teams, providing clear updates on issue resolution and technical details.
• Process Improvement: Document findings and suggest improvements to support workflows to enhance system performance and minimize repeat issues.

Qualifications

• Educational Background: Bachelor’s degree in computer science, Software Engineering, or a related field.
• Technical Expertise:

• Linux System Administration: Extensive experience managing and troubleshooting Linux-based systems, including performance tuning, user management, and security hardening.
• Containerization & Orchestration: Strong knowledge of Kubernetes for deploying, scaling, and managing containerized applications; hands-on experience with Docker.
• Cloud Platforms: Solid understanding of Google Cloud Platform (GCP) services for infrastructure management, automation, and networking or other relevant cloud provider (e.g. Amazon or Microsoft)
• Monitoring & Observability: Proficiency with Grafana and Prometheus for system monitoring, metrics collection, and alerting or experience with other relevant monitoring systems.
• Scripting & Automation: Experience in Bash scripting for automation and system maintenance; Java and Python are a plus.
• Networking: Good understanding of TCP/IP, DNS, firewalls, load balancing, and troubleshooting network-related issues in cloud and on-prem environments.
• Certificate Management: Experience managing SSL/TLS certificates, including renewal, deployment, and troubleshooting security configurations.

• Support Experience: 5+ years in a technical support role, focusing on operational support for large-scale systems.
• Problem-Solving Skills: Ability to analyze complex problems using system logs, database queries, and monitoring tools.
• Customer-Focused Communication: Excellent verbal and written communication skills to interface effectively with technical teams and customers.
• Tool Proficiency: Familiarity with Jira, Confluence, and standard office tools (Excel, Word).

As part of our hiring process, Aeris may conduct background checks to verify the information provided in your application and assess your suitability for the role. The scope and type of checks will comply with the applicable laws and regulations of the country where the position is based. Additional detail will be provided via the formal application process.