Support Engineer - Cloud

About The Role We are seeking a motivated and customer-oriented Analyst and Engineer to support smooth operations and resolve technical and functional issues. Strong problem-solving and communication skills. Advanced troubleshooting capabilities to handle complex technical issues escalated from L1, including in-depth software and system diagnostics across various cloud resources. Understanding of application scaling and high availability concepts. Perform detailed troubleshooting, log analysis, configuration checks, and environment validation. RCA documentation and incident response communication to all stakeholders. Escalate critical or unresolved issues to the engineering team with proper documentation Troubleshoot API, REST/gRPC communication failures, and timeout issues. Strong knowledge of Docker and Kubernetes commands. Provide 24x7 on-call support to respond to incidents and ensure system availability. Analyze system usage patterns and proactively identify warning signs and service degradation. Own SSL certificate rotation and renewal activities. Manage incident response, troubleshooting, resolution, and documentation of RCA and PIR reports. Skills Required Proficiency in troubleshooting various cloud resources such as EC2, EKS, RDS, S3, EMR, etc. Good understanding of databases, networking, and web technologies Experience working in microservices environments using CloudWatch, OpenSearch, ELK Stack, and monitoring tools such as Prometheus and Grafana Programming knowledge in Python and Shell Scripting would be an added advantage. Familiarity with ServiceNow, Jira, and Confluence tools AWS Cloud certifications and ITIL certifications are recommended. (ref:hirist.tech)