4LS Support Engineer

We are looking for an experienced L4 Support Engineer with 5+ years of experience in supporting cloud-native applications and distributed systems. The role involves troubleshooting complex production issues, recovery actions, performing root cause analysis, and ensuring platform reliability and operational excellence. Strong troubleshooting knowledge of OAM/FCAPS is mandatory, while exposure to 4G/5G Core Networks is an advantage. The candidate will work closely with Engineering, L2/L3 support teams and Customers and must be willing to work in a 24x7 rotational shift model on a regular basis to provide round-the-clock support for global customer deployments and critical escalations.

Provide L4 technical support for cloud-native applications and distributed systems, ensuring high availability, reliability, and operational excellence across production environments.

Troubleshoot and resolve complex production incidents, perform service recovery actions, and leverage AI-assisted troubleshooting and analytics tools to accelerate problem diagnosis, impact assessment, and resolution.

Lead root cause analysis (RCA) investigations for critical incidents and recurring issues, driving corrective and preventive actions while utilizing AI-driven insights to identify patterns, reduce recurrence, and improve platform stability and resilience.

Leverage strong OAM/FCAPS expertise to monitor, analyze, and address faults, performance degradations, configuration issues, and service-impacting events across customer deployments.

Work closely with Engineering teams, customers, and L2/L3 support teams to manage escalations, support major releases, and continuously enhance troubleshooting methodologies, automation, and operational processes.

Participate in a 24x7 rotational shift model, providing round-the-clock operational support for global customer deployments, critical incidents, and high-priority escalations.

Must have

• Engineering Degree with 5+ years of experience in production support, incident management, and troubleshooting of large-scale cloud-native applications and distributed systems.
• Hands-on expertise with Kubernetes/OpenShift, containerized environments, microservices architectures, and service recovery procedures.
• Experience in OAM/FCAPS concepts with proven experience in fault, configuration, performance, and service-impact analysis.
• Experience in Root Cause Analysis (RCA), log analysis, debugging, performance troubleshooting, and resolution of complex production issues.
• Good understanding of observability and monitoring technologies, including metrics, logs, traces, dashboards, and alerting systems.
• Experience working with Linux environments, databases, messaging systems (Kafka), and networking fundamentals in production deployments.
• Excellent customer-facing and escalation management skills, with experience collaborating across Engineering, Support, Operations, and Customer teams.

Good to have

Exposure to 4G/5G Core Networks, 3GPP standards, telecom network functions, and SNMP-based monitoring is highly desirable.