System Engineer

● Experience with L2/L3 support, service management, escalation management, and KPI/SLAs tracking, measuring, and reporting. ● Should be very fluent in formal English in both writing and speech and should be able to convey the matter confidently to the client or customer. ● Troubleshoot and resolve issues in a fast-paced environment.

● Create support documentation (e.g., Runbooks, troubleshooting guides, SOPs). ● Work towards issue resolution as a priority. ● Collaborate with the Dev/Engineering team to test and resolve issues. ● Modify procedures and documentation for problem resolution and day-to-day maintenance. ● Provide data management support for users/clients.

● Linux/Unix OS skills, including viewing/searching server logs, using editors (vi, vim, emacs), restarting/troubleshooting non-responsive servers, and copying files from remote servers.

Requirements

● Hands-on experience delivering results-driven solutions with proven business value. ● 3+ years of experience with SQL, Linux and scripting languages. ● Excellent written and verbal communication skills is a must. ● Familiar with queries, procedures, and query optimization. ● Strong experience in Linux operating environments.

● Ability to run simple scripts on Linux, preferably as a sudo user. ● AWS certification (preferred). ● Excellent interpersonal and collaboration skills. ● Familiarity with Agile/Iterative development frameworks. ● Self-starter with a positive attitude, comfortable working with product managers and developers. ● Knowledge of support tools (e.

g., Freshdesk) is a plus. ● Prior knowledge of the insurance domain is a plus. ● Willingness to work over weekends or holidays during emergencies.