Support Engineer – Enterprise Platforms

Amount — IND BNGL FL2-3 TWR 3

You will support a next-generation, AI-enabled banking platform used by Tier-1 financial institutions. This is a hands-on, customer-facing role focused on diagnosing, troubleshooting, and resolving complex production issues across application and infrastructure layers. You will connect system behavior, observability data, and customer impact to drive root cause resolution. Success is measured by speed, accuracy, and customer trust during critical incidents. What You Will Be Doing • Investigate and resolve complex production issues across application, platform, and infrastructure layers • Analyze logs, metrics, traces, and alerts to identify root causes and system correlations • Troubleshoot Kubernetes environments, including pods, services, deployments, and networking • Engage directly with enterprise customers to diagnose and resolve incidents in real time • Communicate technical findings clearly to both technical and non-technical stakeholders • Use observability tools to monitor system health and investigate anomalies • Leverage AI-driven insights for incident detection, root cause analysis, and remediation validation • Improve runbooks, dashboards, alerts, and support processes based on recurring issues • Support cloud, hybrid, and customer-hosted platform environments • Collaborate with engineering and product teams to drive long-term reliability improvements • Will be working in 24/7 Rotational shifts Required • 8 to 12 years of strong hands-on experience troubleshooting production or customer-facing systems • Practical experience with Kubernetes and containerized environments • Ability to interpret logs, metrics, traces, and alerts across distributed systems • Solid understanding of Linux, networking fundamentals, APIs, and service architectures • Proven experience in a customer-facing technical support or escalation role • Strong problem-solving skills with a structured, analytical approach • Clear communication skills for diverse stakeholder audiences • Exp

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