Sumerge’s Technical Support team sets new standards of customer experience. Through immense support and instant problem solving, our support engineers fulfill our customers’ desires by exploring new technology areas, products, and multi-technology solutions.

The Support team ensures the stability, performance, and availability of production systems by managing infrastructure, monitoring environments, responding to incidents, automating operational tasks, supporting deployments, and maintaining security, backups, and documentation.

Ultimately, you will be a person our clients trust. They will rely on you to provide timely and accurate solutions to their technical problems.

Responsibilities

• Ensure high availability, performance, and reliability of production systems and platforms.  
• Custom design alters to indicate the application's performance. 
• Lead incident response, root cause analysis (RCA), and post-incident reviews. 
• Implement monitoring, alerting, and logging solutions.  
• Improve CI/CD pipelines, deployment strategies, and release processes.  
• Configure and support IBM Cloud Pak for Integration (CP4I) components. 
• Configure and support IBM Cloud Pak for Business Automation (CP4BA) components. 
• Support development teams during deployments and releases. 
• Provide technical leadership and mentorship to junior engineers. 
• Manage configuration, versioning, and release processes across environments. 
• Maintain accurate technical documentation and runbooks.  
• improve operational processes and workflows.  
• Work closely with Development, QA, Support, and Network teams. 
• Support development teams during deployments and releases. 
• Manage Tier-2/3 technical support for complex issues. 

Requirements

• Bachelor’s degree in Computer Science or equivalent education in a related discipline.
• 6+ Years of experience in technical application support or technical implementations.
• Strong Experience of Linux/Windows server administration. 
• Strong Experience of CI/CD pipelines, automation tools (Jenkins, GitLab CI, GitHub Actions), and scripting (Bash, PowerShell, Python). 
• Good Experience with managing configuration as code (YAML, Helm). 
• Strong Experience with containers and orchestration (OpenShift, Docker and Kubernetes). 
• Strong Experience with Deep analysis for the JVM dumps. 
• Good Experience with Troubleshoot JAVA based application. 
• Strong Experience with supporting at least two IBM Cloud Paks (CP4BA, CP4I, CP4D). 
• Strong Experience with Confluent. 
• Strong Experience with Elasticsearch. 
• Strong Experience with Databases (SQL, DB2, MongoDB, etc.). 
• Strong Experience with monitoring & observability tools (Grafana & Prometheus). 
• Strong Experience of networking fundamentals (TCP/IP, DNS, VPN, load balancers). 
• Strong Experience with security best practices, IAM, secrets management, and compliance. 
• Managing production environments with high availability, scalability, and performance tuning. 
• Incident management, troubleshooting, and root-cause analysis. 
• Managing backups, DR plans, and systems resilience. 
• Strong Experience of SLA/SLO and service reliability practices. 
• Good communication skills to carry out coordination/liaison with other sections.