Sr. Support Engineer

Aventiv Technologies

About The Position

The Support Engineer Sr is a key contributor to the stability and resilience of production systems, providing expert-level support and rapid issue resolution. This role bridges technical operations and development, ensuring seamless software deployments and effective troubleshooting across environments. With deep cross-functional collaboration and 24/7 Tier 3 support responsibilities, the Support Engineer Sr plays a vital role in maintaining business continuity and system performance.

Requirements

Extensive experience with Linux/Ubuntu systems and command-line operations
Strong understanding of networking protocols including DNS, TCP/IP, OSI model, and load balancing
Create comprehensive documentation and deliver training to support and Tier teams
Analyze system logs, error messages, and network traffic to identify and resolve root causes
High school diploma or GED
5+ years of professional experience

Nice To Haves

Strong understanding of relational (SQL/PLSQL) and non-relational (NoSQL) databases
Working knowledge of Postgres
Advanced expertise in managing and implementing SSL certificates across diverse environments
Advanced knowledge of automated software deployment methodologies and tools (e.g., Git, SALT)
Extensive experience in configuring, administering, and troubleshooting HA Proxy and Traffic Server
Advanced Linux expertise including CLI, filesystem management, and system diagnostics
Advanced knowledge of networking protocols including DNS, TCP/IP, and load balancing
Proficient in ELK Stack (Elasticsearch, Logstash, Kibana) for monitoring and log analysis
Advanced knowledge of security remediation and patch automation in Windows and Linux environments
Proactive monitoring to identify and resolve potential issues before they impact performance.
Security – Minded with a strong focus on protecting infrastructure and data integrity.
Process-oriented with the ability to create and follow efficient, repeatable systems
Detail-oriented to accurately document and execute procedures. Accuracy in documentation and execution of procedures.
Collaborative mindset to work effectively with internal teams and align with company strategy.

Responsibilities

Lead the monitoring and management of support tickets, ensuring timely resolution, proactive escalation, and continuous improvement of support workflows and SLAs.
Own the investigation and resolution of complex production incidents, performing root cause analysis and driving long-term corrective actions to ensure system reliability and performance.
Oversee environment administration across the Software Development Life Cycle (SDLC), enabling seamless development, testing, and deployment through robust infrastructure support and automation.
Design, develop, and maintain deployment and automation scripts, optimizing production workflows and reducing manual intervention through scalable solutions.
Deliver advanced data analysis and reporting, generating actionable insights for internal stakeholders and external clients to support strategic decision-making.
Author and maintain comprehensive runbooks and operational documentation, ensuring clarity, consistency, and readiness for incident response and routine procedures.
Coordinate installation and configuration of hardware, operating systems, and software applications, ensuring alignment with enterprise standards and performance requirements.
Document and maintain system architecture, implementation plans, and technical workflows, supporting transparency, scalability, and cross-functional collaboration.
Lead efforts to identify, assess, and remediate security vulnerabilities, ensuring compliance with regulatory standards and safeguarding system integrity.
Provide Tier 3 technical support within a 24/7 operations framework, acting as a subject matter expert during critical incidents and mentoring junior team members.