Job description
Sumerge’s Technical Support team sets new standards of customer experience.
Through immense support and instant problem solving, our support engineers fulfill our customers’ desires by exploring new technology areas, products, and multi-technology solutions.
The Support team ensures the stability, performance, and availability of production systems by managing infrastructure, monitoring environments, responding to incidents, automating operational tasks, supporting deployments, and maintaining security, backups, and documentation.
Ultimately, you will be a person our clients trust.
They will rely on you to provide timely and accurate solutions to their technical problems.
Responsibilities Ensure high availability, performance, and reliability of production systems and platforms.
Custom design alerts to indicate the application's performance.
Lead incident response, root cause analysis (RCA), and post-incident reviews.
Implement monitoring, alerting, and logging solutions.
Improve CI/CD pipelines, deployment strategies, and release processes.
Configure and support IBM Cloud Pak for Integration (CP4I) components.
Configure and support IBM Cloud Pak for Business Automation (CP4BA) components.
Support development teams during deployments and releases.
Provide technical leadership and mentorship to junior engineers.
Manage configuration, versioning, and release processes across environments.
Maintain accurate technical documentation and runbooks.
Improve operational processes and workflows.
Work closely with Development, QA, Support, and Network teams.
Support development teams during deployments and releases.
Manage Tier-2/3 technical support for complex issues.
Bachelor’s degree in Computer Science or equivalent education in a related discipline.
6+ years of experience in technical application support or technical implementations.
Strong experience with Linux and Windows server administration.
Strong experience with CI/CD pipelines, automation tools such as Jenkins, GitLab CI, or GitHub Actions, and scripting using Bash, PowerShell, or Python.
Good experience with configuration as code using YAML and Helm.
Strong experience with containers and orchestration, including OpenShift, Docker, and Kubernetes.
Strong experience analyzing JVM dumps.
Good experience troubleshooting Java-based applications.
Strong experience supporting at least two IBM Cloud Paks, such as CP4BA, CP4I, or CP4D.
Strong experience with monitoring and observability tools such as Grafana and Prometheus.
Strong knowledge of networking fundamentals, including TCP/IP, DNS, VPN, and load balancers.
Strong experience with security best practices, IAM, secrets management, and compliance.
Managing production environments with high availability, scalability, and performance tuning.
Incident management, troubleshooting, and root-cause analysis.
Managing backups, disaster recovery plans, and system resilience.
Strong experience with SLA/SLO and service reliability practices.
Eligible to work in Egypt.
This job post has been translated by AI and may contain minor differences or errors.
