Agivant Technologies
Website:
agivant.com
Job details:
The Technical Support Engineer (TSE/SRE) is expected to provide advanced technical support and reliability engineering for our Data/Graph-based software product to a global client base and partners.
This role requires strong technical expertise, sharp problem-solving skills, and the ability to communicate complex technical information clearly. Beyond troubleshooting and resolving customer-facing issues, this role also carries reliability ownership — monitoring system health, improving uptime, and building automation to reduce recurring issues.
The TSE/SRE must have experience working with databases, ideally including graph databases, and a solid background in Linux, networking, and scripting (bash/python). They work closely with engineering teams to escalate and resolve complex issues (e.g., code changes required, first-time-seen behavior) and contribute to reliability improvements across the platform.
Job Responsibilities
- Tiered Support: Provide Tier 1-3 technical support, owning issues from initial triage through resolution or engineering handoff
- Troubleshooting: Diagnose and resolve complex technical issues across application, database, and infrastructure layers
- Incident Management: Lead or support incident response for production issues, including root cause analysis and postmortems
- Reliability & Monitoring: Monitor system health and performance using observability tooling; proactively identify and address risks before they become incidents
- Automation: Build scripts and tooling to reduce manual, repetitive support and operational work
- Knowledge Documentation: Maintain runbooks, KB articles, and internal documentation for common issues and resolutions
- Customer Communication: Communicate technical issues and resolutions clearly to customers and partners
- Collaboration with Development Teams: Escalate and work jointly with engineering on issues requiring code-level fixes
- Database Monitoring & Optimization: Monitor and tune database performance for production workloads
- Product Adoption Support: Assist customers with onboarding, configuration, and best-practice usage of the product
- Training and Mentoring: Mentor junior support engineers and contribute to team knowledge-sharing
Must-Have:
- 3-5 years of overall experience in Technical Support, SRE, or DBA/SysAdmin roles supporting production systems, with direct customer-facing exposure
- Proficiency in Linux system administration and troubleshooting
- Strong skills in Bash and Python scripting
- Hands-on experience with Kubernetes and Docker/container management
- Experience with NoSQL databases; hands-on experience with a graph database (Neo4j, ArangoDB, Dgraph, Neptune, or similar) strongly preferred
- Knowledge of network protocols and security practices (SSL, LDAP, AD, SSO)
- Experience with monitoring/observability tools (Prometheus, Grafana, ELK Stack, Datadog, or Splunk)
- One of the following: Kubernetes certification (CKA) or a Cloud certification (Azure/AWS/GCP, DevOps Engineer level or equivalent)
Good to Have:
- Understanding of a systems programming language (Go, C++)
- SQL proficiency
- Familiarity with DevOps/automation tools (Jenkins, Ansible, Terraform)
- Experience with on-call rotations and SLA-driven support models
Requirements
Must-Have:
- 3-5 years of overall experience in Technical Support, SRE, or DBA/SysAdmin roles supporting production systems, with direct customer-facing exposure
- Proficiency in Linux system administration and troubleshooting
- Strong skills in Bash and Python scripting
- Hands-on experience with Kubernetes and Docker/container management
- Experience with NoSQL databases; hands-on experience with a graph database (Neo4j, ArangoDB, Dgraph, Neptune, or similar) strongly preferred
- Knowledge of network protocols and security practices (SSL, LDAP, AD, SSO)
- Experience with monitoring/observability tools (Prometheus, Grafana, ELK Stack, Datadog, or Splunk)
- One of the following: Kubernetes certification (CKA) or a Cloud certification (Azure/AWS/GCP, DevOps Engineer level or equivalent)
Click on Apply to know more.
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