Technical Support Representative

Technical Support RepresentativePosition Overview We are seeking a Technical Support Representative to provide advanced, hands-on technical assistance for web applications and infrastructure. The role focuses on diagnosing, reproducing, and resolving issues across application stacks, databases, containerized environments, and cloud platforms. The representative will work with engineering and operations teams to triage incidents, execute remediation steps, maintain runbooks, and contribute to CI/CD and deployment processes to ensure platform reliability and rapid issue resolution.

Key ResponsibilitiesServe as first- and second-line support for production and staging systems, diagnosing and resolving incidents related to application, database, container, and cloud layers.

Reproduce customer-reported issues locally and in staging environments, gathering detailed logs, traces, and system state to drive root cause analysis.

Investigate and resolve problems in Django-based applications, including debugging Python code, inspecting request/response flows, and validating middleware and authentication flows.

Perform PostgreSQL troubleshooting and maintenance tasks: analyze slow queries, run EXPLAIN plans, manage indexes, restore backups, and assist with schema migrations.

Manage and troubleshoot Docker-based environments: build and run containers locally, inspect container logs, diagnose networking issues, and assist with container image lifecycle.

Operate and troubleshoot AWS-hosted infrastructure and services (EC2, RDS, S3, IAM, CloudWatch), including access and permissions, performance tuning, and cost-aware remediation.

Support CI/CD pipelines and deployment processes: analyze failed builds and deployments, revert or roll forward releases, and collaborate on pipeline improvements using tools such as Jenkins, GitHub Actions, or GitLab CI.Create and maintain runbooks, knowledge base articles, and reproducible test cases to reduce mean time to resolution and improve on-call efficiency.

Use version control (Git) to inspect application history, bisect regressions, and validate fixes across branches.

Execute SQL queries and write scripts (Python, Bash) for diagnostics, automation, and bulk data fixes when safe and approved.

Work with monitoring and observability tools (CloudWatch, Prometheus, Grafana, ELK) to identify trends, set actionable alerts, and correlate metrics with incidents.

Coordinate escalations to engineering and DevOps teams when issues require code changes, architecture updates, or deeper investigation, providing clear technical context and reproduction steps.

Participate in post-incident reviews and contribute technical details to remediation plans and preventive actions.

Qualifications2+ years experience in technical support, site reliability engineering, or application operations roles supporting web applications.

Hands-on experience with Django application internals and debugging of Python-based web services.

Practical PostgreSQL experience: performance analysis, query optimization, backups/restores, and migration support.

Proficiency with

Docker:

building images, running containers, troubleshooting container networking and storage.

Experience administering and troubleshooting AWS services (EC2, RDS, S3, IAM, CloudWatch) in production environments.

Familiarity with CI/CD tooling and processes (e.g., Jenkins, GitHub Actions, GitLab CI) and resolving pipeline/build/deploy failures.

Strong command-line skills on Linux and experience writing diagnostic and automation scripts in Python or Bash.

Experience with version control systems (Git) and branching workflows used in deployment pipelines.

Experience with monitoring/observability stacks such as CloudWatch, Prometheus, Grafana, ELK/Elastic Stack, and log analysis for incident resolution.

Knowledge of common development and DevOps tools (Git, Docker registries, package managers, container registries) and basic networking concepts (TCP/IP, DNS, load balancers).AWS certification (e.g., AWS Certified Cloud Practitioner, AWS Certified Developer or SysOps Administrator) or equivalent practical experience is a plus.