Responsibilities
• Respond to and manage customer support requests via helpdesk tickets and other
communication channels in a timely and professional manner.
• Troubleshoot and resolve complex application, database, and infrastructure-related
issues.
• Monitor system and application health, proactively identifying and addressing
potential issues.
• Support deployments, upgrades, migrations, and environment configuration as part of
Professional Services (PS) activities.
• Develop and maintain a deep understanding of the application platform, including
architecture, integrations, and deployment models.
• Investigate, document, and clearly communicate defects, root causes, and technical
findings to Engineering.
• Log, track, and manage unresolved issues, coordinating internally, and maintaining
transparent communication with customers.
• Test, validate, and support new features, bug fixes, and releases.
• Contribute to infrastructure automation, configuration management, and deployment
pipelines.
• Collaborate closely with Engineering to support platform reliability and continuous
improvement.
• Contribute to internal documentation, operational runbooks, and knowledge base
articles.
Skills and Experience Required
• Strong analytical and problem-solving skills, with a customer-focused mindset.
• Excellent verbal and written communication skills in English.
• Ability to prioritize and manage multiple support and operational tasks concurrently.
• Self-motivated, reliable, and comfortable working independently.
• Working knowledge of SQL, including query writing and data analysis.
• Experience with MySQL databases, including schema understanding and performance
troubleshooting.

• Knowledge of infrastructure automation and deployment tools such as Terraform
and/or Ansible.
• Hands-on DevOps experience, including CI/CD pipelines, environment management,
and deployment workflows is desirable.
• Solid understanding of Linux and Windows operating systems.
• Experience working with JSON and rest APIs is desirable.
• Python knowledge for scripting, automation, and tooling is desirable.
• PHP experience is desirable.
Qualifications
• Bachelor’s degree in computer science, Information Technology, Engineering, or a related
technical field, or equivalent practical experience.
• 3+ years of experience in an application support, DevOps, SRE, or systems engineering role
supporting production environments.
• Demonstrated experience supporting customer-facing, business-critical applications.