Position: Technical Support Engineer (DevOps team)
Company: PDFfiller
Experience required: 1y
English level: intermediate

**Requirements**
— 1+ years technical support experience.
— Incident root-cause analysis and debugging.
— System and application monitoring experience.
— Understanding of one or more of the following technical concepts: systems administration and networking, ci/cd pipelines, monitoring principles, AWS services, version control systems.


**Responsibilities**
— Troubleshoot and resolve support issues and incidents.
— State monitoring.
— Identify, organize, and prioritize multiple support requests at the same time.
— Manage support cases to ensure issues are recorded, tracked, resolved, and follow ups are done in a timely manner.
— Conduct root-cause analysis for technical issues and find workarounds and solutions.
— Escalate difficult cases to a engineering team.
— Document problem resolution steps, compile and update user documentation, technical manuals, technical support FAQs.

**Technology stack**
Amazon Web Services, Docker, Prometheus, Grafana, Predictive tools, Newrelic, PHP, MySQL, JS.