Position: Technical Support Engineer
Company: Svitla Systems
Experience required: 1y
English level: upper

**Requirements:**
- 2 years of experience in Tier 2-3 technical support roles.
- Extensive knowledge of SQL scripting (Redshift, MySQL, Athena, and MongoDB).
- Strong ability to take ownership from initial report and follow through until full resolution and customer satisfaction.
- Knowledge of web:  HTML, CSS, JavaScript, etc.
- Basic knowledge of troubleshooting performance issues in a distributed microservices environment.
- Familiar with Google Adwords/Analytics is an advantage.
- Experience with monitoring/logging tools such as Datadog, Grafana, Kibana, CloudWatch -  advantage.
- Experience with ETL and BI tools such as Tableau is an advantage.
Fluent English.
- Passion for support and helping others.
- Proven record of working in a highly pressured multi-tasking environment and working independently.

**Responsibilities:**
- Take E2E ownership on technical support tickets - investigate, find, and solve the root cause.
- Manage production incidents on the client’s websites and internal infrastructure - identify issues severity and impact from technical and business aspects, own issue till resolution, and report progress to relevant stakeholders.
- Production Sites Application Monitoring -  run RD focal point overseeing production systems monitoring and health check status
Reporting  - provide company stakeholders with periodic performance insights reports.
- On-Call readiness during offline hours to support priority production incidents.