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About this role

[Technical support Engineer-L1/L2]

Division : SoluM Technologies India 

Region : Bangalore, Karnataka 

Employment Type : Full Time Regular Employee 

Position : Technical support Engineer[L1/L2] OR customer support + Japanese language skills

Year Experience : 1-3 years

Job Responsibilities and/or Success Factors:

. Monitor the health and performance of SaaS and IOT servers continuously using various monitoring tools such as Grafana, Kibana, and custom dashboards

. Regularly check and analyze Kibana logs to identify and troubleshoot issues, ensuring prompt resolution to minimize downtime

. Respond to alerts and notifications, taking appropriate actions to address any issues promptly. Escalate critical issues to relevant teams as necessary.. 

. Perform routine system maintenance tasks, including updates, patches, and configurations, to ensure the security and stability of SaaS servers

. Maintain detailed documentation of incidents, resolutions, and procedures to ensure knowledge transfer and compliance with best practices.

. Provide clear and timely communication to stakeholders regarding the status of incidents, resolutions, and any impact on services.

. Work closely with development, operations, and other support teams to identify and resolve issues, and improve overall system performance and reliability.

. This role requires working in shifts to provide 24x7 support, including nights, weekends, and holidays

Required skills and experience include:

.Diploma, BE or equivalent degree.

.Minimum of 1 years of experience in a a similar role within a SaaS or tech support environment

.Experience with monitoring tools such as Grafana and Kibana for tracking and analyzing system performance and logs.

.Familiarity with IoT platforms and ecosystems, including device management and communication protocols

.Strong knowledge of Linux operating systems, including command-line tools and system administration.

.Experience with cloud platforms (e.g., AWS, Azure, Google Cloud) and their monitoring tools.

.Basic scripting skills (e.g., Bash, Python) to automate routine tasks and enhance monitoring capabilities..

.Proficient in using computers,network fundamentals,common call center softwares and issue tracking tools like redmine/jira.

.Strong verbal and written communication skills to effectively convey technical information to non-technical stakeholders.