Systems Support Engineer – Managed Services (Fixed‑Term)

About the role

We are looking for a Systems Support Engineer to join our Managed Services team on a fixed‑term basis. You will spend half of your time directly troubleshooting critical customer issues while also helping to improve our support processes.

Key responsibilities

• Provide hands‑on troubleshooting and resolution for critical technical issues, dedicating 50% of time to direct customer problem‑solving.
• Streamline L2/L3 escalation handoffs, define solution requirements and ensure SLA compliance.
• Collaborate with Support, Product and Engineering to identify recurring problems and drive product improvements.
• Create and maintain internal knowledge bases, runbooks and troubleshooting guides, and contribute to public documentation.
• Lead implementation of technical support strategy to scale world‑class client service.
• Write and maintain custom scripts to increase system efficiency and reduce manual intervention.
• Liaise with vendors and IT personnel for problem resolution.

Required profile

• 2+ years of experience in technical escalation or support engineering.
• Excellent written and verbal communication skills in English.
• Familiarity with IT monitoring tools and scripting languages.

Required skills

• Prometheus, Grafana, Kibana, Loki
• Bash, Perl, Python, Golang
• Networking concepts (OSI layers, TCP/IP)
• Oracle, MySQL
• AWS, Azure, GCP
• Docker, Kubernetes