Tech Support Engineer

Get to know our Team:

Announcing the Tech Infra Support Team - Supporting Your Cloud Engineering and Developer Journey!

Embark on a transformative experience with APEX (Automation Platform EXperience) and Data Tech teams, collectively referred to as Tech Infra (TI). Our dedicated team is here to provide comprehensive support to both platform and development teams as they navigate the realm of cloud engineering and developer tools.

At TI, we thrive on delivering top-tier assistance, swiftly resolving day-to-day troubleshooting and fulfilling every request with unwavering dedication. Our relentless pursuit of excellence drives us to continuously improve efficiency and pioneer innovative solutions.

If you're on the lookout for unparalleled opportunities in cloud infrastructure, devops, devsecops, or data engineering, look no further. Embrace the chance to grow and excel in this dynamic and forward-thinking environment - join our team today!

Get to know the Role:

• Currently seeking talented support engineers for two exciting main areas: APEX and Data Tech
• APEX team responsibilities:
  • Handling level 1 issues and fulfilling request tasks
  • Providing support for managing cloud infrastructure and developer tooling
• Data Tech team responsibilities:
  • Supporting platform teams involved in platform engineering, developer tools, and data streams and pipelines at Grab
  • Catering to diverse customers across Grab, including engineers, business teams, operations teams, analysts, and data scientists
• Desired candidate attributes:
  • Experience with one or more cloud environments
  • Strong grasp of devops concepts and practices
  • Some scripting/coding ability
  • Prior experience in platform or CI/CD teams is a plus but not required
  • Encouraging all individuals with the right passion and potential to apply
• Roles are crucial for serving a large developer community and managing sophisticated tools and automation requirements
• Opportunities for growth in various areas, including systems administration, backend coding, integration with vendor systems, cloud automation, security, and SRE (Site Reliability Engineering)
• Data Tech Support serves diverse customers across multiple verticals such as Transport, Deliveries, Geo, Ads, and various Fintech sectors
• Opportunity to contribute to large-scale data infrastructure and advanced data automation & tooling in a highly stimulating environment
• Utilize monitoring tools to track system metrics, detect anomalies and promptly respond to alerts to minimize downtime and disruptions
• Collaborate with cross-functional teams and conduct routine checks and alerts tuning to optimize system performance and prevent potential issues
• Conduct post-incident reviews and analysis to identify opportunities for process refinement and enhance incident response effectiveness
• Maintain a dynamic, real-time dashboard using SuperSet and Google Data Studio(GDS). Enhance the dashboard functionality as per requirements

The day-to-day activities:

• Updating and maintaining the knowledge management platform, enabling automated first-level responses for efficient issue resolution
• Serving as an escalation point for managing Grab's largest data platform, providing scalable and resilient open-source big data technologies as services to other teams, encompassing Airflow, Spark, Kubernetes, and more
• Supporting infrastructure automation and monitoring tools for various platform teams within the Kubernetes ecosystem
• Assisting in the development of operational and strategic technical roadmaps to address business problems effectively
• Participating in incident management, including on-call shifts, postmortems, and operational process improvements for the systems under the team's responsibility
• Catering to user needs for more real-time data while prioritizing self-service and automation
• Collaborating closely with the infrastructure team to build and scale back-end services and conduct root cause analysis investigations
• Understanding, championing, and enforcing security and compliance policies and procedures as part of providing internal tools technical support
• Supporting the developer community in their requirements, emphasizing self-service and automation where feasible
• Collaborating with the security team to incorporate their needs into automated guardrails for developer resources
• Contributing to the design and implementation of new configurations for cloud resource utilization
• Acting as the initial responder for Tech Monitoring alerts during regular office hours on weekdays
• Respond promptly to system and business alerts, investigate issues and determining the need for escalation to on-call engineers to ensure uninterrupted operations
• Refine and optimize monitoring strategies, alert thresholds and response procedures

Requirements

The must-haves:

• You have Heart, Hunger, Honour and Humility
• Experience in working with one or more cloud environments, with a preference for AWS and/or Azure
• Proficiency as a DevOps or DevSecOps practitioner, including operating production services in cloud environments
• Familiarity with build and deploy tooling such as Jenkins, Spinnaker, and similar platforms
• Knowledge of databases, including MySql, Postgres, TIDB, Elasticsearch, Redis, ScyllaDB
• Experience using GitLab for version control.
• Proficiency in infrastructure automation and management tools like Terraform, CloudFormation, or similar solutions
• Ability to quickly adapt to and learn new technologies, demonstrating a strong enthusiasm for expanding your knowledge
• Understanding of micro-service architectures
• Proven experience in technical monitoring, incident management and system administration
• Proficiency in using monitoring tools such DataDog or similar
• Effective communication skills, both written and verbal, with the ability to convey technical information to non-technical stakeholders
• Willingness to work on-call shift and respond incidents outside of regular business hours

Nice to have:

• Familiarity with SQL, proficient in writing efficient SQL queries, and experience with reporting tools like PowerBI/Superset
• Basic knowledge of Big data process engine systems like Hive, Spark, Presto, Kafka, Apache Flink, etc
• Skilled in debugging and troubleshooting issues within the big data platform.
• Proficiency in at least one of the programming languages Java, Scala, Python, or Go
• Experience in software engineering within a distributed systems environment.
• Strong comprehension of system performance and scaling
• Excellent communication and analytical abilities, coupled with proven design skills
• Critical thinking capabilities regarding the growth and stability of current systems
• Alignment with Grab's 4H principles: Heart, Hunger, Honour, and Humility, with a drive to expand knowledge in infrastructure
• Genuine passion for cloud infrastructure, CI/CD pipelines, and automation, demonstrated through exploration and experimentation with new products
• Customer-centric mindset, always striving to deliver a top-notch service to users
• Familiarity on Monitoring Tools such as DataDog, AWS Cloud Watch or other monitoring tools
• Experience with log management and analysis tools (e.g., Elastic Search, PagerDuty, Splunk)