4LS Support Engineer/Lead/Specialist

About the Company

We are looking for an experienced 4LS Support Engineer/Lead/Sepecialist with years of experience supporting cloud-native, distributed, and observability applications in mission-critical production environments. The role requires very good expertise in advanced troubleshooting across applications, microservices, Kubernetes platforms, infrastructure, networking, databases, and observability stacks, with the ability to lead critical incident recovery, perform deep Root Cause Analysis (RCA), and drive corrective and preventive actions as the highest technical escalation point.

About the Role

Your responsibilities include leading L4 support operations for cloud-native observability applications and distributed systems, ensuring high availability, reliability, and operational excellence across production environments, and acting as the highest technical escalation point for customer-critical incidents.

Responsibilities

• Lead L4 support operations for cloud-native observability applications and distributed systems, ensuring high availability, reliability, and operational excellence across production environments.
• Drive resolution of complex production incidents, lead service recovery efforts, and leverage AI-assisted troubleshooting and analytics tools to accelerate diagnosis, impact assessment, and restoration of services.
• Lead deep root cause analysis (RCA) investigations for critical incidents and recurring issues, driving corrective and preventive actions to improve platform stability, resilience, and customer experience.
• Utilize advanced expertise across OAM/FCAPS, Kubernetes, microservices, infrastructure, networking, databases, and observability platforms to diagnose and resolve complex technical challenges.
• Serve as the highest technical escalation point for customer-critical incidents, providing technical leadership and coordination across Engineering, L2/L3 Support, and customer teams.
• Participate in a 24x7 rotational support organization, ensuring SLA compliance, continuous service availability, and effective management of critical incidents and escalations across global customer deployments.
• Proven ability to collaborate with Engineering, Product, Operations, and Customer teams to drive operational improvements, platform reliability, and continuous service enhancement.

Qualifications

Engineering degree with 6 - 14 years of experience.

Required Skills

• Hands-on expertise in Kubernetes/OpenShift, microservices, Linux, and containerized application platforms, including troubleshooting complex issues across application, platform, and infrastructure layers.
• Proven experience in Root Cause Analysis (RCA), performance troubleshooting, service recovery, and resolution of critical production incidents, with the ability to act as the highest technical escalation point for customer-critical issues.
• Deep knowledge of OAM/FCAPS and observability technologies, including fault and performance management, metrics, logs, traces, monitoring, alerting, and operational analytics, along with cross-functional collaboration and SLA management.
• Experience troubleshooting complex networking, databases, Kafka/messaging systems, and distributed application architectures in large-scale production environments.
• Linux, Kubernetes, Troubleshooting, OAM/OSS/EMS/NMS Domain.