Technical Support Engineer

About the role :

The role involves providing L1 and L2 support by monitoring and resolving infrastructure and application alerts using tools like SolarWinds and New Relic. The candidate will coordinate with cross-functional teams, analyze logs and transactions, and ensure timely issue resolution and stakeholder communication. A background in E-Commerce, Telecom, Enterprise IT, or Banking is preferred, with basic knowledge of operating systems, databases, and monitoring tools. Strong communication skills, attention to detail, and willingness to work in night or weekend shifts are essential.

Job qualification :

Bachelor's degree in engineering / computer science with

technical understanding and experience.

MCA in IT or Computers

BTech or BE or MTech from non-IT & Computers stream

BTech or BE or MTech IT or computers but do not want to get in coding and testing of IT

Experience & Technical details :

Minimum 2+ years of experience in E-Commerce / Telecom / Enterprise IT / Banking industry

Monitor scheduled alerts (infra & application) on mails or via system like solarwinds, new relic etc

Once alert is received on basis of criticality connect with right teams over email or chat

Follow up with teams through the alert while it gets fixed

Communicate to stake holder until issue is fixed

Optimize the alerts on continuous basis to avoid unwanted and unnecessary alerts

Maintaining and updating technical documentation and SOPs

Attention to detail, a proactive approach while working on alerts

Complete ownership of L1 and L2 support

Understanding the functioning of the system.

Collaborating with other verticals.

To check / Analyze the transactions and logs and device settlements.

Monitor process and software changes that impact production support

Experience in providing L2 level support to customers (medium to large).

Experience in analysis application logs for errors and corrections.

Understanding and exposure to DB (Oracle, Mongo DB, Sql) will be added advantage.

Knowledge on Python, selenium tools for automation will be added advantage.

Technical experience for role :

Basic understanding of operating systems

Basic understanding of server, client, network, storage & backup

Basic understanding of monitoring tool, knowledge in relational database, Linux, UNIX, Java, C++

Basic knowledge of HTML, Website development will be an added advantage

Familiarity with Agile / Jira / Scrums is good to have

Interpersonal skills for role :

Good verbal & written communication in English

Willing to work in night and weekend shifts

Ability to work under pressure and should be a team player

Good grasping, Willing to work in support, right attitude toward work

Remote First-Culture :

In 2020, Cimpress adopted a Remote-First operating model and culture. We heard from our team members that having the freedom, autonomy and trust in each other to work from home and, the ability to operate when they are most productive, empowers everyone to be their best and most brilliant self. Cimpress also provides collaboration spaces for team members to work physically together when it's safe to do so or believe in office working will deliver the best results. Currently we are enabled to hire remote team members in over 20 US States as well as several countries in Europe : Spain, Germany, UK, Czech Republic, the Netherlands and Switzerland.

About Us :

Led by founder and CEO Robert Keane, Cimpress invests in and helps build customer-focused, entrepreneurial mass customization businesses. Through the personalized physical (and digital) products these companies create, we empower over 17 million global customers to make an impression. Last year, Cimpress generated $2.88B in revenue through customized print products, signage, apparel, packaging and more. The Cimpress family includes a dynamic, international group of businesses and central teams, all working to solve problems, build businesses, innovate and improve.

More information about the organization can be found in the below link :

https : / / cimpress.com https : / / www.linkedin.com / company / cimpress https : / / twitter.com / Cimpress