4Ls Support Engineer/Specialist/Lead

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.
• 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.

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