L2.5 Application Support Engineer
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Location: Romania
The Internet of Things (IoT) is transforming industries by connecting billions of devices worldwide. At Aeris, we are at the forefront of this revolution, providing essential connectivity and platform services for Fortune 500 companies. Our commitment to excellence spans across energy, transportation, healthcare, and automotive sectors. Aeris is a trusted partner in the Connected Car space, working with leading automotive OEMs such as Volkswagen, Mitsubishi, and Mazda.
Role Overview
We are seeking a skilled L2.5 Application Support Engineer to bridge the gap between Level 2 (L2) customer support and Level 3 (L3) engineering. This role involves diagnosing and resolving complex technical issues, ensuring the stability of mission-critical systems, and working collaboratively across support and development teams. You will handle escalated issues, interact directly with customer technical teams, and provide operational support to maintain system uptime and performance.
Key Responsibilities
- Advanced Troubleshooting and Diagnostics: Resolve escalated issues by analyzing system logs, database queries, and performance monitoring tools to identify root causes.
- Escalation Management: Serve as the technical escalation point for L2 teams, managing cases before involving L3 engineering for deeper code or architectural changes.
- Collaboration with Engineering Teams: Work with developers and engineers to develop permanent fixes or patches, documenting detailed technical reports.
- System Performance and Stability: Proactively monitor live systems, resolve recurring issues, and implement workarounds to ensure system health and uptime.
- Customer Interaction: Act as a technical liaison for customer teams, providing clear updates on issue resolution and technical details.
- Process Improvement: Document findings and suggest improvements to support workflows to enhance system performance and minimize repeat issues.
Qualifications
Educational Background: Bachelor’s degree in Computer Science, Software Engineering, or a related field.
Support Experience: 5+ years of technical support experience, with at least 3 years in a cloud environment.
Problem-Solving Skills: Ability to analyze complex problems using system logs, database queries, and monitoring tools.
Customer-Focused Communication: Excellent verbal and written communication skills to interface effectively with technical teams and customers.
Tool Proficiency: Familiarity with Jira, Confluence, and standard office tools (Excel, Word).
Technical Expertise:
- Linux System Administration: Extensive experience managing and troubleshooting Linux-based systems, including performance tuning, user management, and security hardening.
- Containerization & Orchestration: Strong knowledge of Kubernetes for deploying, scaling, and managing containerized applications; hands-on experience with Docker.
- Cloud Platforms: Solid understanding of Google Cloud Platform (GCP) services for infrastructure management, automation, and networking or other relevant cloud provider (e.g. Amazon or Microsoft)
- Monitoring & Observability: Proficiency with Grafana and Prometheus for system monitoring, metrics collection, and alerting or experience with other relevant monitoring systems.
- Scripting & Automation: Experience in Bash scripting for automation and system maintenance; Java and Python are a plus.
- Networking: Good understanding of TCP/IP, DNS, firewalls, load balancing, and troubleshooting network-related issues in cloud and on-prem environments.
- Certificate Management: Experience managing SSL/TLS certificates, including renewal, deployment, and troubleshooting security configurations.
- Database: Hands-on experience with writing queries, data management, and troubleshooting relational databases.
Preferred Skills
- Experience in automotive sector.
- Familiarity with the ITIL framework and its core concepts, such as incident, problem, and change management.
Why Join Aeris?
- Cutting-Edge Technology: Work with innovative tools in the fast-growing IoT sector.
- Customer Impact: Contribute to maintaining systems critical to global automotive leaders.
- Collaborative Environment: Join a diverse team of technical experts.
- Growth Opportunities: Leverage your skills in a role with clear paths for career development.