System Engineer

● Experience with L2/L3 support, service management, escalation management, and

KPI/SLAs tracking, measuring, and reporting.

● Should be very fluent in formal English in both writing and speech and should be able to

convey the matter confidently to the client or customer.

● Troubleshoot and resolve issues in a fast-paced environment.

● Create support documentation (e.g., Runbooks, troubleshooting guides, SOPs).

● Work towards issue resolution as a priority.

● Collaborate with the Dev/Engineering team to test and resolve issues.

● Modify procedures and documentation for problem resolution and day-to-day

maintenance.

● Provide data management support for users/clients.

● Linux/Unix OS skills, including viewing/searching server logs, using editors (vi, vim,

emacs), restarting/troubleshooting non-responsive servers, and copying files from

remote servers.

● Hands-on experience delivering results-driven solutions with proven business value.

● 3+ years of experience with SQL, Linux and scripting languages.

● Excellent written and verbal communication skills is a must.

● Familiar with queries, procedures, and query optimization.

● Strong experience in Linux operating environments.

● Ability to run simple scripts on Linux, preferably as a sudo user.

● AWS certification (preferred).

● Excellent interpersonal and collaboration skills.

● Familiarity with Agile/Iterative development frameworks.

● Self-starter with a positive attitude, comfortable working with product managers and

developers.

● Knowledge of support tools (e.g., Freshdesk) is a plus.

● Prior knowledge of the insurance domain is a plus.

● Willingness to work over weekends or holidays during emergencies.