: Support Engineer I (NOC Operations)

Support Engineer 1 Work Schedule: 24x7

Shift-Based (Rotational)

Role Overview

TechOps organization, this role is responsible for monitoring, triaging, and resolving production alerts across multiple platforms and products 24 hours a day, 7 days a week.

The engineer is expected to work strictly within defined Standard Operating Procedures (SOPs), escalate intelligently to Tier 2 / Tier 3 teams when needed, and contribute to reducing overall escalation rates over time.

Key Responsibilities

Alert Monitoring & Incident Management Monitor production alert channels (PagerDuty, Grafana, Nagios, Site24x7, Slack alert channels) continuously during assigned shift, Triage incoming alerts, assess severity, and respond within defined SLA targets Follow SOPs to investigate, acknowledge, silence, or resolve alerts across products including Pinnacle, Social Integrations, Programmatic, Publisher, Measurement.

TechOps

Raise Freshservice tickets for all actionable alerts and maintain accurate ticket status throughout the lifecycle Execute alert silencing via AlertManager using correct durations; avoid short silencing windows that cause ticket re-inflation Escalation & Cross-team Collaboration.

Escalate unresolved or out-of-scope issues to Tier 2 and Tier 3 teams via Validate root cause before escalating ? avoid passing incomplete or unclear information upstream Coordinate with DBA, Analytics, SI, DataOps, and SRE teams through Slack alert threads, following proper tagging protocols.

Avoid directly pinging on-site DV team members; route escalations via defined channels and the @support_group alias

Operational Execution

Execute Kubernetes pod scaling procedures (e.g., incremental scaling via Grafana/Lens) as directed by Tier 2 leads

Monitor Salesforce loader jobs and reprocessing pipelines, following documented runbooks





Run Snowflake queries using the alert conditions Trigger pipeline reruns (DAG tasks, Rivery rivers, Rundeck jobs) per SOP when applicable Verify certificate status on Site24x7 and confirm renewals post-update SOP Adherence & Knowledge Management

Follow current SOPs for all alert types; never deviate without Tier 2 guidance Flag SOPs that are outdated, missing, or require updates by raising a Jira request to the SI/DataOps team.

Contribute to SOP creation efforts when knowledge transfers are conducted Participate in Knowledge Transfer (KT) sessions to continuously expand scope of independently handled alerts

Tools & Platforms

Category

Tools

Monitoring & Alerting

Grafana, Nagios, PagerDuty, Site24x7, Prometheus/AlertManager

OpenLens, AWX, GCP Console

Data Platforms

Snowflake, Rivery, Vertica, Splunk

Automation & CI/CD

Rundeck, GitLab Pipelines

Ticketing

Freshservice, Jira

Communication

Slack (multiple channels), Google Meet

Required Skills & Qualifications

1-2 years of experience in a NOC, production support, or IT operations role Familiarity with Linux command-line basics and reading system logs Basic understanding of cloud infrastructure concepts (GCP, Kubernetes preferred)

Ability to read and execute SQL queries (Snowflake experience is a plus) Exposure to monitoring and alerting tools (Grafana, Nagios, or similar) Strong attention to detail and ability to follow documented procedures accurately Good written communication skills in English for Slack coordination and ticket documentation

Ability to work in a 24x7 rotational shift workplace, including nights and weekends

Behavioral Expectations

Act with urgency on high-priority alerts without bypassing process

Proactively communicate status updates ? do not wait to be asked

Escalate with complete context, not just a forward of an alert

Treat every shift handover as a critical knowledge transfer

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