L1 Support Engineer
Silq
Tech
L1 Support Engineer
ShopUp HQ (Tejgaon)
Full-time
Role overview
ShopUp works with a mission of enabling SMEs in Bangladesh with technology. We help online sellers & neighborhood retailers to build, manage and grow their businesses by providing easy access to B2B sourcing, last-mile logistics, digital credit, and business management solutions.
We are looking for a L1 Support Engineer to support our business operations by monitoring systems, identifying issues and performing first-level troubleshooting. The ideal candidate will have strong debugging skills, a proactive approach and the ability to communicate technical issues clearly to internal stakeholders. An out of the world experience is at the core of what we aim to do every day! You'll be creating impact alongside a talented team of developers, using a continually evolving set of modern tools.
Job description
- Support all aspects of Cloud operations on a day-to-day basis and monitoring continuous availability, durability, scale and up-time of multi-cloud SAAS
- Analyze events, perform troubleshooting and incident response, communicate
- with internal stakeholders and track events & problems through to resolution
- Build & maintain SOP, tribe knowledge for necessary monitoring, automation activities
- Closely collaborating with Production engineering & DevOps on SAAS improvements
- Participate in post-incident reviews and escalate complex issues to L2/L3 teams.
- Assist with monitoring applications, servers, and software services to identify and resolve errors or performance issues, supporting on-call rotations as needed
- Document recurring issues, workarounds, and solutions for knowledge sharing and process improvement
Qualification and experience
Professional Experience:
- Minimum 1 year of experience as a NOC engineer, Support engineer, Dev Ops Engineer or QA Engineer
- Hands-on experience with SQL, GIT and Jira.
- Working knowledge of public cloud environments (AWS/Azure/GCP) & Kubernetes orchestrated containerized workload is a plus
- Experience on any monitoring & instrumentation tools (Prometheus/Grafana, Sentry, new relic, elastic or equivalent)
- Comfortable on automations (Jenkins, Python, Shell scripting)
- Strong written and verbal communication skills.
- Highly team oriented & practices collaboration as a key to success
- Strong attention to details and able to handle concurrently multiple tasks.
- Ability to work independently under minimal supervision
- Willing to work on shift basis, Day (Work from Office) & Night (WFH).
Educational Qualification:
- Bachelor’s degree in Engineering.
Additional information
N/A
