Technology Support Engineer
On-site · Chicago, Illinois, United States
Job Summary
Technology Support Engineer role focusing on production support for high-volume payments application flows. Responsibilities include monitoring with Geneos, Splunk, Grafana, AppDynamics, and/or Dynatrace; incident management, escalation, and rapid mitigation; ensuring end-to-end reliability and client-visible SLA adherence; collaborating in teams; shift work within a 24/5 window (8-hour blocks) with participation in weekend on-call; drive continuous improvement through troubleshooting, documentation, and problem management. Requirements include 3+ years in IT services, US citizenship or permanent residency, knowledge of Kubernetes, Kafka, Linux, and Windows; strong monitoring and analysis capabilities (Prometheus, Grafana, ELK/Splunk, OpenTelemetry, AppDynamics/Dynatrace); proactive troubleshooting and CAPA; proficiency in SQL and NoSQL databases; and a preference for programming languages or automation scripting and cloud familiarity.
Required Qualifications
- 3+ years of experience troubleshooting, resolving, and maintaining information technology services
- U.S. Citizen or Legal Permanent Resident having lived in the U. S. continuously for the past 7 years
- Working knowledge of development toolset to design, develop, test, deploy, maintain, and improve software
- Kubernetes, Kafka, Linux, and Wintel deployment and operational skills
- Continuous improvement mindset: automation, documentation, and SLA discipline
- End-to-end monitoring: metrics, logs, traces (Prometheus, Grafana, ELK/Splunk, OpenTelemetry, AppDynamics/Dynatrace)
- Proactive troubleshooting: anomaly detection, synthetic checks, canary releases, health endpoints; root cause analysis with clear corrective/preventive actions (CAPA)
- Strong SQL (MS SQL, Oracle) and NoSQL (MongoDB); data analysis for RCA and tuning
- Preferred qualifications, capabilities, and skills
- Experience with one or more general purpose programming languages and/or automation scripting
- Working understanding of public cloud
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