Support Engineer (Remote, Global)

Job summary

The role involves managing incidents and ensuring platform reliability by acting as a liaison between operations and engineering teams. The primary goal is to maintain service continuity, minimize incident impact, and enhance system performance.

Qualifications

• Experience in incident management across multiple levels (Level 1, Level 2, Level 3)
• Strong communication and interpersonal skills
• Analytical mindset with the ability to handle complex environments
• Proficiency in English, both spoken and written
• Understanding of critical infrastructure operations

Responsibilities

• Manage end-to-end incidents, ensuring proper coordination and resolution
• Conduct Root Cause Analysis (RCA) and suggest corrective measures
• Participate in global incident response and local coordination efforts
• Maintain and update support documentation and workflows
• Contribute to DevOps practices and optimize infrastructure
• Automate processes from build to monitoring
• Participate in a 24/7 on-call rotation

Skills

• Strong problem-solving abilities
• Excellent relationship-building skills
• Passionate and energetic approach to work

Education

• Relevant technical background or experience in a similar role

Tools

• Familiarity with incident management tools and DevOps practices