IITMatrix Hiring! Full Time Senior L1-L2 Support Engineer in - Ricebowl

Responsibilities

Required Skills & Experience

Technical Skills

• 5+ years of experience in Application Support, Production Support, Technical Operations, TechOps, or related roles.
• Strong knowledge of AWS cloud services and operational support.
• Good understanding of cloud-native application architecture.

Experience supporting:

• Digital platforms
• E-commerce systems
• Customer-facing web applications
• Mobile applications
• Knowledge Of CDN technologies and content delivery architecture.

Experience with monitoring and observability platforms such as:

• Data dog
• New Relic
• Dynatrace
• AppDynamics
• Grafana
• CloudWatch
• Familiarity with APM (Application Performance Monitoring) concepts.
• Understanding Of SRE principles and operational best practices.

Strong knowledge Of:

• APIs
• Microservices
• Web services
• System integrations
• Authentication and authorization flows
• Experience using ticketing and ITSM platforms (Jira Service Management, ServiceNow, etc.).
• Understanding of Incident, Problem, and Change Management processes.
• Familiarity with log analysis tools such as Elasticsearch, Kibana, Splunk, or CloudWatch Logs.

Soft Skills:

• Strong troubleshooting and analytical thinking abilities.
• Naturally curious and investigative, with a desire to understand the full context behind incidents and operational events.
• Excellent problem-solving and root cause analysis skills.
• Strong ownership mindset and accountability.
• Ability to work independently in a fast-paced operational environment.
• Good communication and stakeholder management skills.
• Ability to remain calm and methodical during high-severity incidents.
• Strong documentation and knowledge-sharing.
• Continuous improvement mindset with a focus on automation and operational efficiency.

Required Skills

• Knowledge Of WeChat Mini Program ecosystem and integrations.
• Experience supporting SAP Commerce, Adobe Experience Manager (AEM), Magento, Shopify, or similar e-commerce platforms.
• Basic scripting skills (Python, Shell, Bash, PowerShell).
• Experience with API Gateway and event-driven AWS Certifications (Cloud Practitioner, Solutions Architect Associate, Sysops Administrator).
• ITIL Foundation certification.
• Experience supporting payment gateways and digital commerce ecosystems.
• Ability to communicate in Mandarin.