Technical Support Engineer L1/L2
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Key skills for this role
About the Role
Optimal Innovation is seeking a motivated Junior Technical Support Engineer (L1/L2) to provide first and second-level technical support, monitor production systems, handle incident tickets, and support merchants during integration and operations.
Key Skills for This Role
Responsibilities
- Serve as the first point of contact for technical support requests from internal teams, merchants, and partners.
- Receive, categorize, prioritize, and resolve support tickets within agreed service levels.
- Perform initial incident triage, root cause investigation, and escalation to appropriate teams when required.
- Analyze application and system logs to diagnose issues and provide timely resolutions.
- Monitor production systems and respond proactively to alerts and incidents.
- Assist merchants during onboarding, API integration, testing, and production deployment.
- Troubleshoot API integration issues and provide guidance on payment workflows.
- Perform basic Kubernetes administration tasks such as checking pod and deployment health.
- Monitor application performance using tools such as Grafana, Prometheus, and Loki.
- Create and maintain operational documentation, troubleshooting guides, and knowledge base articles.
Requirements
- Diploma or Bachelor's Degree in Computer Science, Information Technology, Software Engineering, or a related field.
- Strong written and verbal communication skills.
- Good analytical and troubleshooting abilities.
- Basic understanding of REST APIs and HTTP protocols.
- Familiarity with Linux operating systems and command line usage.
- Basic knowledge of Bash scripting.
- Basic knowledge of Python scripting.
- Understanding of networking fundamentals (DNS, TCP/IP, HTTPS).
- Ability to work on rotational shifts or provide on call support when required.
Full Job Posting
Job Description
- We are looking for a motivated and customer focused Junior Technical Support Engineer (L1/L2) to join our Technical Operations team. The successful candidate will be responsible for providing first and second level technical support, monitoring production systems, handling incident tickets, and supp
Key Responsibilities
- Serve as the first point of contact for technical support requests from internal teams, merchants, and partners.
- Receive, categorize, prioritize, and resolve support tickets within agreed service levels.
- Perform initial incident triage, root cause investigation, and escalation to appropriate teams when required.
- Analyze application and system logs to diagnose issues and provide timely resolutions.
- Monitor production systems and respond proactively to alerts and incidents.
- Assist merchants during onboarding, API integration, testing, and production deployment.
- Troubleshoot API integration issues and provide guidance on payment workflows.
- Perform basic Kubernetes administration tasks such as checking pod and deployment health.
- Monitor application performance using tools such as Grafana, Prometheus, and Loki.
- Create and maintain operational documentation, troubleshooting guides, and knowledge base articles.
Technical Qualifications
- Diploma or Bachelor's Degree in Computer Science, Information Technology, Software Engineering, or a related field.
- Strong written and verbal communication skills.
- Good analytical and troubleshooting abilities.
- Basic understanding of REST APIs and HTTP protocols.
- Familiarity with Linux operating systems and command line usage.
- Basic knowledge of Bash scripting.
- Basic knowledge of Python scripting.
- Understanding of networking fundamentals (DNS, TCP/IP, HTTPS).
- Basic knowledge of AWS Cloud services (EC2, S3, IAM, VPC) or AWS Cloud Practitioner certification (preferred).
- Basic understanding of Kubernetes architecture and administration (preferred).
- Exposure to Docker containers (preferred).
- Familiarity with Jenkins CI/CD pipelines (preferred).
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