The Technical Support Engineer (TSE/SRE) is expected to provide advanced technical support and reliability engineering for our Data/Graph-based software product to a global client base and partners.

This role requires strong technical expertise, sharp problem-solving skills, and the ability to communicate complex technical information clearly. Beyond troubleshooting and resolving customer-facing issues, this role also carries reliability ownership — monitoring system health, improving uptime, and building automation to reduce recurring issues.

The TSE/SRE must have experience working with databases, ideally including graph databases, and a solid background in Linux, networking, and scripting (bash/python). They work closely with engineering teams to escalate and resolve complex issues (e.g., code changes required, first-time-seen behavior) and contribute to reliability improvements across the platform.

Job Responsibilities

- Tiered Support: Provide Tier 1-3 technical support, owning issues from initial triage through resolution or engineering handoff

- Troubleshooting: Diagnose and resolve complex technical issues across application, database, and infrastructure layers

- Incident Management: Lead or support incident response for production issues, including root cause analysis and postmortems

- Reliability & Monitoring: Monitor system health and performance using observability tooling; proactively identify and address risks before they become incidents

- Automation: Build scripts and tooling to reduce manual, repetitive support and operational work

- Knowledge Documentation: Maintain runbooks, KB articles, and internal documentation for common issues and resolutions

- Customer Communication: Communicate technical issues and resolutions clearly to customers and partners

- Collaboration with Development Teams: Escalate and work jointly with engineering on issues requiring code-level fixes

- Database Monitoring & Optimization: Monitor and tune database performance for production workloads





- Product Adoption Support: Assist customers with onboarding, configuration, and best-practice usage of the product

- Training and Mentoring: Mentor junior support engineers and contribute to team knowledge-sharing

Must-Have:

- 3-5 years of overall experience in Technical Support, SRE, or DBA/SysAdmin roles supporting production systems, with direct customer-facing exposure

- Proficiency in Linux system administration and troubleshooting

- Strong skills in Bash and Python scripting

- Hands-on experience with Kubernetes and Docker/container management

- Experience with NoSQL databases; hands-on experience with a graph database (Neo4j, ArangoDB, Dgraph, Neptune, or similar) strongly preferred

- Knowledge of network protocols and security practices (SSL, LDAP, AD, SSO)

- Experience with monitoring/observability tools (Prometheus, Grafana, ELK Stack, Datadog, or Splunk)

- One of the following: Kubernetes certification (CKA) or a Cloud certification (Azure/AWS/GCP, DevOps Engineer level or equivalent)

Good to Have

- Understanding of a systems programming language (Go, C )

- SQL proficiency

- Familiarity with DevOps/automation tools (Jenkins, Ansible, Terraform)

- Experience with on-call rotations and SLA-driven support models

Requirements

Must-Have:

- 3-5 years of overall experience in Technical Support, SRE, or DBA/SysAdmin roles supporting production systems, with direct customer-facing exposure

- Proficiency in Linux system administration and troubleshooting

- Robust skills in Bash and Python scripting

- Hands-on experience with Kubernetes and Docker/container management

- Experience with NoSQL databases; hands-on experience with a graph database (Neo4j, ArangoDB, Dgraph, Neptune, or similar) strongly preferred

- Knowledge of network protocols and security practices (SSL, LDAP, AD, SSO)

- Experience with monitoring/observability tools (Prometheus, Grafana, ELK Stack, Datadog, or Splunk)

- One of the following: Kubernetes certification (CKA) or a Cloud certification (Azure/AWS/GCP, DevOps Engineer level or equivalent)

📌 Technical Support Engineer (TSE/SRE) (Hyderabad)
🏢 Agivant Technologies
📍 Hyderabad