Technical Support Engineer (TSE/SRE)

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)
🏢 Important Company of the Sector
📍 Hyderabad