Position Overview

We are looking for a hands-on, highly senior Principal Technical Support Engineer to lead our US timezone shift. In this role, you will be the ultimate safety net for our platform. You will directly handle customer tickets, manage production incidents, and maintain a highly diverse, hybrid environment that bridges classic IBM enterprise systems with contemporary public cloud infrastructure (AWS & Azure).

We are a lean team, so you must be a doer who enjoys resolving day-to-day tickets while possessing the technical depth to fix complex infrastructure degradation. Crucially, you should be highly adept at leveraging modern AI tools to accelerate troubleshooting, read and analyze code, and automate fixes.

Key Responsibilities

Day-to-Day Ticket & Incident Management

Own the queue during US business hours: triage, troubleshoot, and resolve incoming technical support tickets from end to end.

Act as the primary technical point of contact on live phone calls with US clients during critical system outages or performance crises.

Cloud, Pipeline,



& Infrastructure Management

Support, monitor, and troubleshoot infrastructure across a hybrid footprint including AWS, Azure, and on-premises VMware vSphere.

Manage and fix automated deployment pipelines (CI/CD), investigating failed rollouts, container orchestrations, or configuration drift.

Maintain and debug Infrastructure as Code using Terraform to resolve environment discrepancies.

Handle core infrastructure tasks across Windows Server (RDP), basic Kubernetes clusters, and Juniper network routing/switching basics.

Multi-Database & IBM Stack Maintenance

Diagnose and resolve database slowness, locking, and performance bottlenecks across a diverse data landscape (IBM DB2, Netezza, PostgreSQL, SQL Server, and Informix).

Troubleshoot and support middleware and enterprise data pipelines, specifically IBM WebSphere Liberty, FileNet, and DataStage.

AI-Powered Troubleshooting & Code Fixes

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📌 Principal Technical Support Engineer (Bengaluru)
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📍 Bengaluru