Eptura - Senior Support Engineer - IT Operations

Position : Senior Support Engineer

Experience : 5+ Years

Location : India

Employment Type : Full Time

Job Summary :

Key Responsibilities

- Perform in-depth root cause analysis (RCA) using log aggregation and monitoring tools like Splunk, ELK Stack, or New Relic to isolate and fix software bugs.

- Manage high-priority cases, acting as a technical liaison with Engineering and Product teams to ensure the efficient resolution of critical bugs and service disruptions.

- Identify, document, and submit detailed software bugs and enhancement requests to the product backlog using formal issue tracking systems such as Jira or Zendesk.

- Drive continuous improvement by identifying inefficiencies in support workflows and recommending strategies for automation using scripting or other tools.

- Serve as a subject matter expert on Epturas products and their underlying architecture, guiding both customers and internal teams.

- Develop and maintain technical guides, knowledge base articles, and training resources to empower users and scale support operations.

Required Skills & Qualifications :

- Strong expertise in diagnosing and resolving software issues in cloud-based environments (AWS, Azure, or GCP).

- Hands-on experience with Web API troubleshooting, utilizing tools like Postman or cURL for testing and analysis.

- Proficiency in SQL for querying databases (MySQL, PostgreSQL) to analyze data and troubleshoot application-level issues.

- A strong understanding of the Software Development Lifecycle (SDLC) and agile methodologies.

- Experience with IT Service Management (ITSM) tools for incident, problem, and change management.

- Familiarity with containerization technologies like Docker.

- Ability to work on rotational shifts and provide weekend on-call support.