Pre/Post-Production Engineer - supporting implementation and ongoing tech-support. Customer facing: US banking hours MON-FRI (11 am - 8 pm est.)

Provide Customer Tech support , service & training for typical cases, for severity level: low/mid-level. This will be including:

• Triage on Customer Support Requests
• Troubleshoot cases and gather additional information from customers
• Mediate problem resolution between Tech team and customer, and communicate solution details..
• Check running jobs: cleanup, backup, elastic. Check backup files for sanity in datalake, check HDD monitors + available free space
• Check dashboards
• Create and use additional monitors
• Networking and system troubleshooting
• Reproduce problem & flow for specific tenant
• Collect data points
• Collect evidences
• Investigate system behavior
• Search for specific transactions – existence and state (both DB and logs)
• Incident report and root-cause analysis

Qualifications:

• MongoDB
• Kibana
• Grafana
• Dockers + k8s

advantage:

• Minimal support devOps experience (~1 year) - nice to have
• Cloud infra – Azure/AWS + networking troubleshooting - - nice to have
• Understanding Elastic - nice to have