Full-Stack Support Engineer

Project description

As a Senior Full Stack Support Engineer, you will be responsible for Eyes on glass Monitoring, Triage & Incident Ownership, Troubleshooting & Restoration, Cross-Team Collaboration, Platform & Application Stack Awareness and Service Quality & Process Excellence.

Responsibilities

• Triage & Incident Ownership o Perform rapid intake, triage, and prioritization of alerts, tickets, and incidents. o Act as Incident Owner during high-severity events, ensuring clear communication, timely updates, and swift restoration of service. o Maintain accurate, real-time incident timelines and post-incident documentation.
• Troubleshooting & Restoration o Execute root-cause isolation across application, middleware, APIs, data, and infrastructure layers. o Use observability/monitoring tools (e.g., Kibana, Dynatrace, CloudWatch, Grafana) to correlate logs, metrics, and traces; identify anomalies, performance bottlenecks, and failure patterns. o Perform targeted mitigations, rollbacks, config fixes, and coordinate hotfixes to restore service quickly.
• Cross-Team Collaboration o Engage with App Dev, DevOps, Database, Network, Security, QA, and vendor partners to drive efficient problem resolution. o Provide clear technical context, hypothesis-driven analysis, and evidence from monitoring tools to accelerate fixes. o Facilitate postmortems and continuous improvement actions.
• Platform & Application Stack Awareness o Identify and recognize the application stack (UI-frontend, backend services, APIs, queues, databases, caches, containers, orchestration, networking) for each impacted service to quickly isolate the source of issues. o Maintain runbooks, service maps, and dependency diagrams to speed up diagnosis.
• Service Quality & Process Excellence o Contribute to automation and self-healing routines (alert tuning, auto-remediation, playbooks). o Recommend monitoring gaps to improve observability

SKILLS

Must have

• Bachelor's degree in computer science/information technology or related field
• GraphQL (server + client)
• 5+ years of experience in support of web applications, Advanced .NET Core API design.
• 3+ years of experience in supporting JavaScript with React v18+ with modern patterns or equivalent experience
• Software packaging and software release management using GitHub
• Effective Communication (verbal + written)
• Excel at triage or analysis of situations for production support

Nice to have

• HTML, JavaScript, CSS • Git/GitHub Code Repositories • Datadog / Grafana (observability) • Docker / Kubernetes basics • Distributed system architecture • GitHub Actions / Advanced CI/CD