Hi All, We are looking for a Senior Technical Support Engineer (Application Support & Integration –DevOps ) to provide production and application support for customer-facing platforms and integrations. The role involves troubleshooting technical issues, monitoring applications, supporting API integrations, performing RCA, and working closely with engineering and customers. Company Name: iZen Software Services Job Title: Senior Technical Support Engineer (L2)

Experience:
4+ years for the senior role. Work Mode: Remote Website: https://izenlabs.org/

Salary:
Upto 15 LPA Expected Notice Period: upto 15days notice Timings: Rotational Shift 24/7 (Mostly night shift) What the Candidate Will Do
• Own second-line technical resolution for escalations raised by first line, including defect diagnosis and code-level fixes to supported services, within the boundary that customer feature development remains withProduct Engineering
• Author and maintain the operational asset library that first line runs on
- a tested runbook per alert classlinked from the alert itself, standard operating procedures for controlled failover and workplace recovery,and launch-readiness checklists
• Define monitoring as code: author monitors, dashboards and alert routing in version control so that avalidated monitoring pack can be replicated to a new customer implementation by pull request rather thanby hand
• Define service level indicators and objectives per customer-facing service, measuring what the customeractually experiences, and track error budget against them
• Complete carrier certification for new and changed carrier integrations




- validating connectivity,authentication, tracking, rating, label and manifest behaviour against the carrier specification before acustomer is exposed to it
• Gather and align testing criteria from statements of work and technical data documentation, then executethat testing after development completes and before deployment reaches customers
• Monitor and ensure alignment across cross-functional groups ahead of any deployment of new code tocustomers, and represent support readiness at change review
• Prepare for and run customer technical meetings
- setting the agenda, leading the session, and proactivelyupdating customers on integration progress and testing status
• Attend sprint planning for defect and enhancement prioritisation, acting as the advocate for supportedcustomers in that prioritisation
• Own root cause analysis and the written postmortem for severity-one and severity-two incidents, withpreventative actions tracked to closure
• Build and maintain customised operational reporting and data extracts requested by customers
• Schedule and coordinate planned maintenance downtime directly with customers
• Execute peak-season operational readiness




- load and capacity validation ahead of the season, heightenedmonitoring during it, and post-season capacity review
• Complete technical onboarding of new customer implementations and new carriers onto the supportedestate
• Contribute infrastructure-as-code modules and reference release pipelines for the supported estate, so thatenvironments are defined declaratively and every deployment is recorded and reversible
• Provide technical escalation cover for the first-line rota, and mentor first-line engineers through pairedinvestigation and review Must-Have Qualifications
• Application Support & Operations: Core Application Support experience, Incident Management & Root Cause Analysis (RCA), Jira, and Confluence.
• Database & APIs: Experience with any DB management tool (MySQL, SQL Server, etc.) and REST APIs / HTTP.
• Cloud, DevOps & Systems: Linux, Kubernetes, CI/CD pipelines, Git, Scripting (Python, Bash, or PowerShell), and hands-on experience with any major cloud provider (GCP, AWS, Azure).
• Monitoring & Observability: Experience with any SIEM/observability tool (ELK, Splunk, Datadog). Note: Completing a Datadog course will be a mandatory requirement for the onboarded candidate. Nice-to-Have / Preferred Qualifications
• Development & Protocols: .
NET / C#, OAuth, and experience with Carrier APIs (UPS, FedEx, USPS).
• Infrastructure & Platform Specifics: GCP experience, Terraform / Infrastructure as Code (IaC), Helm, specific experience with SQL Server, and prior hands-on experience with Datadog. Regards Sathish

📌 Devops - Senior Technical Support EngineerImmediate Joinees / Remote (India)
🏢 iZen Labs
📍 India