System Engineer - ( L3 End-to-End support expert)

Responsibilities

• Complex end-to-end troubleshooting and root-cause analysis
• Production reliability and availability
• Application and backend Support
• Kubernetes
• Cloud and infrastructure
• Networking
• Monitoring and observability
• Automation
• Technical customer communication

SLA-driven incident management

• The objective is not only to restore service but to identify the root cause, implement sustainable solutions, prevent recurrence and continuously improve service reliability and supportability.
• You will take ownership of complex technical issues from initial investigation through resolution and RCA while coordinating with other technical specialists where required.
• You will also contribute to the continuous evolution of our Support organization by improving monitoring, automation, documentation, operational readiness and knowledge sharing.
• Higher production stability
• Faster incident resolution
• Improved SLA performance
• Better customer experience
• Earlier identification of operational risks
• Reduced manual operational effort
• Better Support documentation
• Increased automation
• Stronger 24/7 Support capabilities

Continuous improvement of our products and services

• L3 End-to-End Support.
• Provide expert-level L3 end-to-end Support for complex application, backend, infrastructure and cloud-related issues.
• Independently analyze, troubleshoot and resolve customer-reported production issues.
• Take technical ownership of incidents from investigation through resolution.
• Perform deep root-cause analysis (RCA) across the complete solution stack.
• Support major incidents, outages and critical customer escalations.
• Ensure issues are handled according to defined SLAs.
• Identify SLA risks early and actively escalate where required.
• Coordinate with Development, DBA, Device Integration, System Engineering and other specialists where deeper expertise is required.
• Participate in customer calls and technical incident sessions.
• Clearly communicate customer impact, findings, recovery status, risks and next actions.

Reliability, Availability & Performance

• Ensure the reliability, availability, performance and operational health of production systems.
• Monitor system health and proactively identify potential risks.
• Analyze performance bottlenecks and resource constraints.
• Implement preventive measures and performance optimizations.
• Contribute to scalability and resilience improvements.
• Support capacity planning and performance analysis/testing.
• Support operational cost optimization where infrastructure is managed by Cuculus.
• Identify recurring operational issues and drive sustainable corrective actions.
• Monitoring & Observability
• Build, maintain and continuously improve observability across production environments, including:
• Metrics
• Logs
• Dashboards
• Alerting
• Tracing where applicable
• Service/process monitoring
• System-health monitoring
• Performance monitoring
• Zabbix
• ELK / Elastic Stack
• OpenSearch
• Loki
• The engineer should use monitoring proactively rather than relying solely on customer-reported incidents.
• Troubleshooting & Root-Cause Analysis
• Databases and DB connectivity
• Monitoring

Integrations

• Use logs, metrics, configuration and dependency analysis to distinguish between symptoms and underlying root causes.
• Perform application-level analysis and work together with Development for deeper code-level investigation where required.
• Automation
• Develop scripts and automation using technologies such as:
• OS hardening
• Security patches
• Support controlled production changes according to defined operational and change-management processes.
• Infrastructure monitoring
• Troubleshooting
• Infrastructure provisioning
• Storage
• Logs
• Monitoring
• HA and DC/DR setup
• Deployment automation
• Technical validation
• Work closely with Project and Engineering teams to ensure new solutions are operationally ready and supportable before transition into Support.
• Monitoring

Requirements

• Bachelor's degree in Computer Science, Information Technology or related field, or equivalent relevant professional experience.
• Senior/L3 troubleshooting capability.
• Understanding of HA, DR and enterprise architectures.
• Strong analytical and root-cause-analysis skills.
• Ability to communicate technical topics clearly to customers and internal stakeholders.
• Willingness and capability to participate in 24/7/365 Follow-the-Sun shift rotation.

Preferred

• Utility-industry experience.
• HES and/or MDM experience.
• Multi-cloud or hybrid-cloud experience.
• Experience with MONIT, Grafana, Prometheus, Zabbix, Nagios/Icinga, ELK, OpenSearch or Loki.
• Experience with Terraform, Ansible, Docker or equivalent automation technologies.
• Jira / Jira Service Management experience.
• Experience with large-scale enterprise infrastructure and production environments.
• Experience with technical customer communication and de-escalation.
• Training or mentoring experience.

Role Summary

Level 3 End-to-End Support provides expert-level technical Support for complex and critical production issues across the complete solution stack.

The role is responsible for

• Linux and operating-system troubleshooting
• HA and disaster recovery

Security and performance

We are always looking for support in the following areas:

Your Mission & Impact

Your mission is to ensure that our customers operate stable, reliable and supportable production environments.

Your Role at a Glance

• Hands-on experience with MONIT, Grafana and Prometheus, or equivalent technologies such as:
• Nagios/Icinga

Perform advanced troubleshooting across

• Enterprise applications
• Linux/OS
• Kubernetes
• Cloud
• Infrastructure
• Networking
• Application dependencies
• Shell/Bash
• Python
• Infrastructure/deployment automation tools

Automate

• Operational tasks
• Deployments
• Monitoring
• Health checks
• Diagnostics
• Data collection
• Repetitive Support activities

Infrastructure provisioning where applicable

• The objective is to reduce operational toil, improve consistency and minimize manual errors.
• Security, Scalability & Resilience

Support and continuously improve

• System security
• Hotfixes
• Certificates
• Access controls
• Performance
• Scalability
• Reliability
• High Availability
• Disaster Recovery
• High Availability & Disaster Recovery

Support enterprise HA and DR environments, including

• HA architectures
• Failover concepts
• Disaster-recovery procedures
• Recovery testing
• Production recovery

DC/DR environments

Participate in troubleshooting and recovery of HA/DR-related production incidents.

Cloud & Infrastructure Management

• Deploy, manage and support cloud and infrastructure environments across:
• AWS
• Azure
• NTT
• Equivalent cloud platforms
• Customer-operated cloud
• On-premises infrastructure
• Hybrid environments

Responsibilities include

• Compute/VM environments
• Networking
• Storage
• Cloud access and security
• Permissions and RBAC
• Resource utilization
• Cloud resource optimization

UAT, staging and production environments

The role must be capable of supporting different operating models where infrastructure may be managed by Cuculus, a cloud provider, a partner or the customer.

Kubernetes

• Deploy, manage and troubleshoot Kubernetes environments and applications, including:
• Clusters
• Pods
• Deployments
• Services
• Networking
• Configuration
• Application dependencies

Production issue analysis

Strong hands-on Kubernetes capability is required.

Project Deployment & Operational Readiness

• Support technical deployment and transition activities where required, including:
• Cloud environment preparation
• Kubernetes deployments
• Application deployment
• UAT/staging/production environments

Operational readiness should include

• Logging
• Runbooks
• Architecture/dependency information
• Deployment procedures
• Recovery procedures
• Known limitations
• Escalation paths
• Knowledge transfer

Production-readiness validation

• Project ownership remains with the respective Project organization; the L3 Support role contributes technical expertise and operational-readiness requirements.
• Incident Management & SLA Operations
• Incident leadership
• Technical investigation
• Customer communication
• Stakeholder coordination
• Expectation management
• Escalation
• Service recovery
• RCA

Post-incident review

• Experience with structured ITSM/ticketing systems, preferably Jira / Jira Service Management, including:
• Incident tracking
• Prioritization
• Assignment
• Escalation
• Documentation
• Customer updates

SLA follow-up

The engineer is expected to actively manage SLA obligations and escalate potential SLA breaches before they occur.

24/7/365 Follow-the-Sun Support

The role participates in the global 24/7/365 Follow-the-Sun Support organization through planned shift rotation.

This includes scheduled

• Day shifts
• Night shifts
• Weekends

Public holidays

Structured handover between shifts and time zones is mandatory.

The handover should cover

• Ticket → Severity/SLA → Customer impact → Current status → Findings → Actions completed → Monitoring status → Pending actions → Risks → Specialist required → Next owner
• Documentation & Knowledge Management

Create, maintain and continuously improve

• Operational procedures
• Known-error documentation
• Reliability standards
• Knowledge-base articles

Recovery procedures

• Knowledge gained through incidents must be documented and reused rather than remaining with individual engineers.
• Training, Mentoring & Knowledge Replication
• Support the development of the wider Support organization through:
• Knowledge transfer
• Mentoring
• Cross-training
• Train-the-trainer
• Knowledge replication
• Practical troubleshooting sessions

Documentation

• Senior engineers are expected to actively transfer their knowledge to other Support resources.
• AI Knowledge Management
• Capture validated knowledge from resolved L2/L3 incidents, including:
• Symptoms
• Diagnostics
• Technical findings
• RCA
• Workarounds
• Recovery procedures

Known solutions

Structure this knowledge for incorporation into the AI-based tool L1/L2 Support capability.

The continuous improvement cycle is

Resolve → RCA → Document → Cross-train → Replicate → Update AI tool → Assess competency → Increase independence

Cross-Skilling – DBA

As part of the Support cross-skilling model, the L3 E2E Support Expert is expected to develop a minimum target of 50% operational DBA competency.

Operational cross-skilling includes

• Database health/status
• Monitoring and alert interpretation
• DB connectivity
• Basic SQL/query investigation
• Logs
• Sessions/connections
• Capacity/disk checks
• Standard DB health checks

Approved runbook-based activities

The 50% target is competency-based, not simply completion of 50% of training material.

Competencies are classified as

A – Independent: Can perform independently.

B – Guided: Can perform with specialist consultation/approval.

C – Specialist Only: Remains with the DBA specialist.

Advanced DBA activities such as complex RAC/Data Guard administration, advanced PostgreSQL/ClickHouse changes, major migrations/upgrades, advanced tuning and high-risk recovery remain specialist responsibilities.

Required skills and Qualifications

• Minimum 5 years relevant IT experience, including at least 3 years in production/application/infrastructure Support.
• Strong Linux administration and troubleshooting skills.
• Strong Kubernetes deployment and troubleshooting experience.
• Hands-on cloud experience with AWS, Azure or equivalent.
• Strong networking fundamentals, including TCP/IP, DNS, routing, connectivity, ports and firewalls.
• Experience with scripting using Shell/Bash, Python or equivalent.
• Strong monitoring and observability experience.
• Enterprise-application troubleshooting experience.
• Experience working in SLA-driven production environments.
• Experience handling critical incidents and escalations.
• Strong documentation and knowledge-sharing capabilities.
• Nice-to-haves (great if you have them, but not a dealbreaker)

What You Bring to the Team

The L3 End-to-End Support Expert combines

Technical expertise + E2E ownership + production reliability + proactive monitoring + automation + customer communication + SLA ownership + cross-skilling + knowledge replication + continuous improvement.

The role is not limited to reacting to incidents. It proactively contributes to service reliability, operational readiness, Support quality and the continuous improvement of the global Support organization.