System Support Engineer

Sonalake is a software partnering company with 130+ engineers that helps clients realise their product roadmaps. Their engineering teams work across the stack including UX, UI design, frontend, backend, analytics, infrastructure, and operations. They serve a variety of domains such as telecom billing, ad tech, securities-based lending, and travel tech analytics. The company provides product design and development, software engineering team augmentation, recruit & operate, and technology consulting services. They work with large multinational clients including Verizon Media, Travelport, and Vodafone.

• Completed a Bachelor's degree in Computer Science, Information Technology, or other highly technical discipline
• 2-3 years' experience in IT with L2/L3 support skills supporting external customers
• Experience with Linux
• Good oral and written communication skills in English
• Experience working in IT operations systems
• Knowledge of networking technologies and protocols such as TCP/IP, HTTP/HTTPS, DNS, load balancers, proxies, and firewalls
• Proactive approach to spotting problems, areas for improvement, and performance
• Ability to troubleshoot in various OS environments including *nix, macOS, and Windows
• Experience troubleshooting database connectivity issues using diagnostic tools and methods
• JSON/XML syntax understanding and experience with REST API testing tools like Postman/Swagger (Nice to have)
• Strong customer focus and ownership
• Ability to write effective handoffs for ongoing support issues
• Willingness to learn and adapt to the entire technology stack
• AWS knowledge (Nice to have)
• Understanding of Telecom systems (Nice to have)

• Assist in monitoring and managing day-to-day operations of customers' systems and services, ensuring appropriate event handling during working hours and on-call support including weekends and bank holidays
• Liaise with development teams to resolve reported issues and track faults through to resolution
• Maintain and manage maintenance schedules including daily, weekly, monthly, and annual processes
• Manage tracking and escalation of incidents and complete root cause analysis
• Contribute to continual service improvement
• Provide out-of-hours support for cloud operations
• Coordinate with other teams to hand off build guidance for managed service support requests
• Coordinate with other service teams for cloud and virtualization-specific escalations
• Advocate for customer needs within Sonalake
• Prepare troubleshooting guides for team members or customers