Support Manager/Sr. Support Engineer

We are seeking a dedicated and proactive Support Engineer to join our IT team. The ideal candidate will play a critical role in managing and resolving application issues (Sev2 and Sev3), monitoring system performance, and collaborating with development teams to ensure the smooth operation of our web applications. This position focuses on leveraging observability tools and cutting-edge technologies to maintain high standards of reliability and performance across our API-first web application portfolio.Key ResponsibilitiesIssue Resolution:Triaging and resolving Sev2 and Sev3 issues in production and staging environments.Performing root cause analysis and documenting resolutions to build a knowledge base.Escalating critical issues (Sev1) to senior engineers or relevant teams as needed.Monitoring and Observability:Utilize observability stacks (e.g., Elastic) to monitor application performance, identify bottlenecks, and ensure system uptime.Set up and maintain dashboards and alerts to address performance and availability concerns proactively.Collaboration:Work closely with development teams to address recurring issues and optimize system performance.Communicate effectively with stakeholders about issue status, resolution timelines, and preventive measures.Operational Support:Assist in deploying, configuring, and maintaining API-first applications, ensuring alignment with best practices.Support database operations for technologies like MongoDB Atlas, MySQL Server, RDS, and InfluxDB.Guide AWS tools and services, including Lambda and related technologies.Continuous Improvement:Suggest improving processes and tools for better incident management and system reliability.Participate in knowledge-sharing sessions to upskill the team and enhance incident response capabilities.