Technical Support Engineer

Cimpress

New York, New York, United States

New York, New York, United States

About

About the role This role involves providing L1/L2 application and infrastructure support by monitoring systems, coordinating issue resolution, and ensuring smooth IT operations. Ideal for engineering or computer science graduates who prefer non-coding technical roles, it requires strong analytical skills, proactive problem‑solving, and effective communication. The role includes working with tools like SolarWinds and New Relic and databases (Oracle, MongoDB, and SQL) while collaborating across teams to maintain system stability and performance. Flexibility to work night and weekend shifts is expected.
What you will do
Minimum 2+ years of experience in e‑commerce/telecom/enterprise IT/banking industry
Monitor schedules (infra & application) on mails or via systems like SolarWinds, New Relic, etc.
Once a ticket is received on basis of criticality, connect with right teams over email or chat
Follow up with teams through the process until it gets fixed
Communicate to stakeholders until issue is fixed
Optimize the system on a continuous basis to avoid unwanted and unnecessary activity
Maintain and update technical documentation and SOPs
Attention to detail, a proactive approach while working on system tasks
Complete ownership of L1 and L2 support
Understand the functioning of the system
Collaborate with other verticals
Check/analyze the transactions and logs and device settlements
Monitor process and software changes that impact production support
Provide L2‑level support to medium to large customers
Analyze application logs for errors and corrections
Good understanding of ITIL processes (Incident, Problem, and Change Management)
Understanding and exposure to DBs (Oracle, MongoDB, and SQL) is an added advantage
Knowledge of Python and Selenium tools for automation is an added advantage
What will make your candidacy great
Basic understanding of operating systems
Basic understanding of server, client, network, storage & backup
Basic understanding of monitoring tools; knowledge of relational database, Linux, UNIX, Java, C++
Basic knowledge of HTML and website development is an added advantage
Familiarity with Agile/Jira/Scrums is good to have
Qualifications
Bachelor's degree in engineering/computer science with technical understanding and experience
MCA in IT or Computers
BTech or BE or MTech from non‑IT & computer stream
BTech or BE or MTech IT or Computers but not wanting to do coding or testing of IT
Required Skills
L1 Support
L2 Support
Application Support
Infrastructure Monitoring
Management
Incident Management
Troubleshooting
Technical Documentation
SOPs (Standard Operating Procedures)
System Logs Analysis
Customer Communication
Collaboration
Production Support
SolarWinds
New Relic
Database (Oracle, MongoDB, SQL)
Basic Operating Systems
Linux / UNIX
Networking
Server, Client, Storage, Backup
Python (Automation)
Selenium (Automation)
Agile / Jira / Scrum
Equal Opportunity Employer Cimpress is an Equal Employment Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, color, sex, national or ethnic origin, nationality, age, religion, citizenship, disability, medical condition, sexual orientation, gender identity, gender presentation, legal or preferred name, marital status, pregnancy, family structure, veteran status, or any other basis protected by human rights laws or regulations. This list is not exhaustive, and in many cases we strive to do more than the law requires.
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New York, New York, United States

Languages

English

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