What are the responsibilities and job description for the Technical Support Engineer position at Ampcus, Inc?
Ampcus Inc. is a certified global provider of a broad range of Technology and Business consulting services. We are in search of a highly motivated candidate to join our talented Team.
Job Title: Technical Support Engineer
Location(s): Philadelphia, PA
Job Description:
We are seeking a proactive and skilled Technical Support Engineer to join our team. The ideal candidate will have experience in incident management, monitoring, and troubleshooting across multiple layers of the tech stack. You will play a critical role in handling escalations, analyzing logs, creating insightful dashboards, and resolving production issues promptly.
Responsibilities:
We are seeking a proactive and skilled Technical Support Engineer to join our team. The ideal candidate will have experience in incident management, monitoring, and troubleshooting across multiple layers of the tech stack. You will play a critical role in handling escalations, analyzing logs, creating insightful dashboards, and resolving production issues promptly.
Responsibilities:
- Handle the first level of investigation for issues or escalations.
- Analyze logs to identify whether the issue lies in the backend, frontend, or database.
- Debug and understand issues to determine their root cause and ensure accurate resolutions.
- Collaborate with relevant teams to ensure quick resolution of issues.
- Create and maintain Grafana dashboards based on production metrics and scenario-based requirements.
- Develop Kibana dashboards for monitoring, metrics tracking, and regular reporting.
- Review and understand frontend code to diagnose issues and implement immediate fixes when required.
- Ensure escalations involving frontend components are resolved with minimal downtime.
- Actively participate in Major Incident Reported (MIR) calls.
- Identify root causes of issues during incidents and direct teams toward appropriate fixes.
- Document incident resolutions and contribute to a knowledge base for future reference.
Required Skills and Qualifications:
- Proficiency in analyzing system logs and identifying root causes of issues.
- Strong knowledge of Java, Kotlin, React, Angular, and Microservices architecture.
- Experience with Grafana and Kibana for dashboard creation and metrics visualization.
- Basic to intermediate knowledge of frontend development (HTML, CSS, JavaScript, or relevant frameworks).
- Familiarity with backend systems and database structures to assist with triaging issues.
- Strong problem-solving and troubleshooting skills.
- Experience in participating in or leading incident management processes.
- Excellent communication skills to interact with cross-functional teams during escalations.
- Hands-on experience with monitoring tools like Prometheus, Datadog, or similar platforms.
- Exposure to DevOps practices and tools.
- Familiarity with incident management frameworks like ITIL.
Ampcus is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veterans or individuals with disabilities.
Ampcus is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, national origin, age, protected veterans or individuals with disabilities.
