Big Data Support Engineer L1

Tookitaki Holding PTE LTDPhilippines only

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Opens the original posting on Himalayas.

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Role: Big Data Support Engineer
Job Title: Big Data Support Engineer
Location: PH
Department: Support
Reports to: Head of Support

We are seeking a Technical Support Agent who will play a critical role in maintaining high customer satisfaction by ensuring timely and effective resolution of client issues. This role is essential for Tookitaki's support services, catering to both on-premise and cloud-hosted (CaaS)clients. You will work closely with cross-functional teams to manage daily support issues, adhere to SLAs, and contribute to the continuous improvement of our customer support processes.

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Big Data Support Engineer L1 at Tookitaki Holding PTE LTD · ApplyPick

Work closely with Product Engineering to identify software defects and Infrastructure teams to resolve platform-related issues.
Coordinate with Product Engineering for bug fixes and product improvements.
Work closely with Infrastructure teams during production incidents.
Support onboarding teams during production go-live and customer transition.
Participate in Major Incident Management (P1/P2).
Provide timely updates to customers during incidents.
Communicate technical issues in a clear and business-friendly manner.
Maintain ownership until issue closure.
Prepare incident summaries, RCA documents, and customer communications.
Create and maintain SOPs, troubleshooting guides, and knowledge base articles.
Identify recurring issues and recommend automation opportunities.
Improve monitoring, alerting, and operational processes.
Contribute to platform reliability and operational excellence initiatives.
Participate in 24x7 production support rotation.
Provide support during scheduled maintenance windows, infrastructure upgrades, and customer go-lives.
Support weekend deployment activities when required.
TECHNICAL SKILLS
Apache Spark (Spark on Kubernetes preferred) ,Kubernetes, Apache Kafka, Elasticsearch
AWS Services (EC2, EKS, S3, IAM, CloudWatch), Docker, Airflow, Hive / Trino, Linux Administration
Prometheus, Grafana, Kibana, Elasticsearch Monitoring, CloudWatch, Kubernetes Logging & Monitoring
Log Analysis and Production Diagnostics, Strong SQL knowledge, Understanding of distributed systems architecture, Knowledge of networking fundamentals.
Experience using REST APIs
Familiarity with Git and CI/CD concepts
Ability to analyze application logs and distributed system failures
Understanding of resource management, autoscaling, and Kubernetes scheduling
Excellent written and verbal English communication
Strong stakeholder management
Ability to communicate technical concepts to non-technical users
Experience managing customer escalations
Mandarin (spoken and written) is preferred
Cantonese is an added advantage
Strong analytical and troubleshooting skills
Ability to work under pressure during production incidents
Prioritize incidents based on business impact
Perform structured RCA and recommend preventive measures
Experience working with SLA-driven support environments
Familiarity with ITIL incident management processes
Strong documentation practices
Experience using Freshworks, Jira, ServiceNow, or similar platforms
EXPERIENCE
3–6years of experience supporting large-scale production systems. Experience supporting cloud-native applications running on Kubernetes. Hands-on production support experience with Spark,Kubernatives, Kafka, Elasticsearch, and AWS.
Experience in Financial Services, FinTech, RegTech, SaaS, or Big Data platforms is highly desirable.
Originally posted on Himalayas

Big Data Support Engineer L1

Apply now

Big Data Support Engineer L1

Apply now

Key Responsibilities:

Client Support Management

Collaboration and Escalation

Technical Expertise and Triage

Client Management and Communication

Continuous Improvement and Documentation

Rotational Shifts and Availability

Qualifications & Skills

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