Job description for TechOps Engineer - Core (Middle Level) at PT Eka Nusantara Gemilang
TechOps Engineer - Core (Middle Level)
Job Type: Contract| Experience Level: Mid-Level (3–5 years)
About the Role
We are looking for an experienced TechOps Engineer to manage production application operations, perform advanced troubleshooting, and ensure the reliability and stability of our platform. This role acts as the L2/L3 escalation point, working closely with Development, DevOps, QA, Product, and Business Support teams to resolve production issues and drive long-term system reliability.
Key Responsibilities
- Serve as the escalation point for production issues from TechOps Support / On-Call
- Perform advanced troubleshooting across applications, APIs, databases, queues, chatbot systems, and integrations
- Investigate root causes using application logs, monitoring metrics, and system behavior
- Configure, analyze, and debug chatbot flows (JSON configuration, flow logic, variable mapping)
- Handle production incidents from medium to critical severity
- Write Root Cause Analysis (RCA) reports and define preventive actions
- Monitor and improve application reliability, availability, and performance
- Coordinate with Development on bug fixes and improvements, and with DevOps on infrastructure and deployment
- Create troubleshooting guidelines and knowledge base documentation
- Mentor junior TechOps Support Engineers
Requirements
- 3–5 years of experience as a TechOps Engineer, Application Support Engineer (L2/L3), Production Support Engineer, Backend Support Engineer, or System Engineer
- Strong REST API troubleshooting skills (HTTP methods, status codes, authentication, webhooks)
- Experience with configuration-driven or flow-based systems, including JSON configuration
- Solid Linux troubleshooting skills (service checks, process monitoring, log analysis)
- Database troubleshooting experience with PostgreSQL, MySQL, and/or MongoDB
- Familiarity with message queue systems (RabbitMQ, Kafka, Redis Queue)
- Experience with monitoring tools (Grafana, Prometheus, Loki/ELK, or Cloud Monitoring)
- Understanding of application architecture (API Gateway, Cache Layer, Microservices)
- Familiarity with Git and deployment workflows
Nice to Have
- Experience with WhatsApp Business Platform (Meta Cloud API, WABA, Webhooks)
- Experience with BSP, CPaaS, or high-traffic SaaS platforms
- Familiarity with GCP, Docker, Kubernetes, CI/CD, and Nginx/Load Balancer
- Scripting skills in Bash, Python, or JavaScript/TypeScript
Soft Skills
Strong analytical and problem-solving skills, high ownership of platform stability, clear technical communication, ability to work cross-functionally, and a proactive mindset toward continuous improvement.
