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

1. 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
2. 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 environment recovery,and launch-readiness checklists
3. Define monitoring as code: author monitors, dashboards and alert routing in version control so that avalidated monitoring pack can be replicated to a current customer implementation by pull request rather thanby hand
4. Define service level indicators and objectives per customer-facing service, measuring what the customeractually experiences, and track error budget against them
5.



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
6. Gather and align testing criteria from statements of work and technical data documentation, then executethat testing after development completes and before deployment reaches customers
7. Monitor and ensure alignment across cross-functional groups ahead of any deployment of new code tocustomers, and represent support readiness at change review
8. Prepare for and run customer technical meetings - setting the agenda, leading the session, and proactivelyupdating customers on integration progress and testing status
9. Attend sprint planning for defect and enhancement prioritisation, acting as the advocate for supportedcustomers in that prioritisation
10. Own root cause analysis and the written postmortem for severity-one and severity-two incidents, withpreventative actions tracked to closure
11. Build and maintain customised operational reporting and data extracts requested by customers
12. Schedule and coordinate planned maintenance downtime directly with customers
13.



Execute peak-season operational readiness - load and capacity validation ahead of the season, heightenedmonitoring during it, and post-season capacity review
14. Complete technical onboarding of new customer implementations and new carriers onto the supportedestate
15. 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
16. 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