Support engineer

Support engineer

Location: Irving, Tx ( hybrid 2 days at office)

Technical Skills: Linux and SQL skills (query writing, data analysis, troubleshooting), use of AI tools

Linux/Unix command-line instructions and Shell scripts

Responsibilities:

Investigate, troubleshoot, and resolve AYS incident tickets within agreed SLAs.

Ensure adherence to 24-hour incident resolution SLA for assigned support tickets.

Perform root cause analysis (RCA) for recurring incidents and implement permanent fixes.

Perform file handling activities in Linux environments.

Coordinate with development, infrastructure, and business teams for issue resolution.

Utilize AI tools such as Gemini, GitHub Copilot and other productivity tools to accelerate troubleshooting and automation.

Flexible to work in rotational shifts, weekends, and on-call schedules as required.

Ownership mindset with a focus on SLA adherence and customer satisfaction.

Continuous learning attitude and automation-first mindset.

Monitor application health and proactively identify operational issues.

Maintain incident logs, support documentation, and operational runbooks.

Execute SQL queries for data validation, troubleshooting, and issue resolution.

Develop simple scripts and automation solutions to reduce manual intervention.

Understanding production support and incident management processes.

Exposure to ticketing tools and SLA-driven support environments