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. 
• Define root cause analysis (RCA), and post-incident reviews. 
• Implement monitoring, alerting, and logging solutions.  
• Implement and maintain CI/CD pipelines. 
• Configure and support IBM Cloud Pak for Integration (CP4I) components. 
• Configure and support IBM Cloud Pak for Business Automation (CP4BA) components. 
• Implement monitoring, alerting, and logging solutions.  
• Proactively monitor systems, applications, and infrastructure to prevent outages. 
• 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. 
• Participate in on-call rotations and ensure SLAs are met. 
• Support development teams during deployments and releases. 
• Provide Tier-2/3 technical support for complex issues. 

Requirements

• Bachelor’s degree in Computer Science or equivalent education in a related discipline.
• 5+ Years of relevant experience
• Good knowledge of Linux/Windows server administration. 
• Good Knowledge 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). 
• Good Experience with containers and orchestration (OpenShift, Docker and Kubernetes). 
• Good 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). 
• Good Experience with Confluent. 
• Good Experience with Elasticsearch. 
• Good Experience with Databases (SQL, DB2, MongoDB, etc.). 
• Hands-on experience with monitoring & observability tools (Grafana & Prometheus). 
• Strong Knowledge of networking fundamentals (TCP/IP, DNS, VPN, load balancers). 
• Understanding 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 knowledge of SLA/SLO and service reliability practices. 
• Good communication skills to carry out coordination/liaison with other sections.