Senior System Engineer (Permanent) - #1171693

We are looking for a technically driven and resourceful Senior System Engineer who thrives in a fast-paced environment and enjoys solving complex technical challenges.

The successful candidate will be part of our Technical Support team, providing expert technical assistance to customers and partners across our products and solutions. You should be a self-motivated team player with strong analytical and troubleshooting skills, the ability to work effectively under pressure, and the potential to lead and mentor a team of technical support engineers.

You will work closely with customers, partners, Sales, Professional Services, and Technology teams to ensure timely resolution of technical issues and deliver a high level of customer satisfaction.

Key Responsibilities

Project Support

• Act as the Senior System Engineer for assigned solution projects, taking ownership of technical support and service continuity.
• Understand the technical scope, architecture, and operating environment of existing projects and provide ongoing customer support.
• Diagnose, troubleshoot, and restore customer services within agreed SLA requirements, both remotely and onsite.
• Travel to customer sites when required to provide technical support, troubleshooting, and implementation assistance.
• Provide technical training and knowledge transfer to new team members, L1 support engineers, and customers when required.
• Take ownership of upcoming projects transitioned from the Solution Team, gaining a thorough understanding of the technical architecture and solutions to ensure effective ongoing support.
• Work closely with internal teams to ensure smooth project handover, operational readiness, and customer success.

Product Support

• Serve as the technical escalation point for the Service Desk / L1 Support team.
• Troubleshoot and identify abnormalities across cloud platforms, gateway products, and related infrastructure.
• Diagnose and resolve customer incidents within agreed SLA requirements.
• Analyse customer-reported issues, identify root causes, and escalate complex or product-related issues to the Technology Team with appropriate technical information.
• Develop, execute, and validate MOPs (Method of Procedure) for remote and onsite maintenance activities.
• Verify service availability and functionality following maintenance, troubleshooting, or recovery activities.
• Keep customers informed of relevant product updates, patches, and maintenance requirements, and coordinate patch deployment schedules.
• Maintain accurate and up-to-date technical documentation and project databases.
• Maintain and perform basic operational activities on OPS and NMS platforms.
• Participate in a weekly rotational on-call standby schedule.
• Contribute to continuous improvement of support processes, documentation, and troubleshooting procedures.

Requirements

• 3 years of relevant working experience in Linux OS (CentOS)
• Strong troubleshooting and analytical skills with experience supporting external customers and solution projects.
• Good understanding of TCP/IP, DNS, HTTP, DHCP, RADIUS, SMTP, SNMP, networking, wireless, and 802.1X authentication.
• Hands-on experience with MySQL/MariaDB, Apache/Nginx, Pacemaker/Heartbeat/DRBD.
• Experience with AWS, KVM/VMware, Kubernetes, Docker, and cloud-based solutions.
• Experience with Ansible and Bash scripting; basic PHP/Perl knowledge is an advantage.
• Familiarity with Wireshark, ELK, and Speedtest is preferred.
• Experience with server hardware maintenance and incident management.
• Strong communication and customer management skills.
• Self-motivated, responsible, and able to work effectively under pressure.
• Ability and potential to lead and mentor technical support engineers.

We regret that only shortlisted candidates will be notified.

GMP Technologies (S) Pte Ltd | EA License: 11C3793 | EA Personnel: Bautista Gia Grace De Guzman | Registration No: R23111973