System Support Engineer

Company Description Vimaan is transforming warehouse and distribution center operations through AI-powered computer vision, delivering real-time inventory intelligence that goes beyond basic visibility and tracking. Instead of relying on slow, error-prone manual counting and barcode-based systems, Vimaan’s platform provides a live, reconstructed view of physical inventory that enables accurate, automated data capture and reconciliation. Its core products—StorTRACK, PalletSCAN, and ParcelSCAN—streamline cycle counting, inbound receiving, and outbound shipping while helping organizations significantly reduce labor costs and move toward near-perfect inventory accuracy.

Vimaan is an Amazon portfolio company, recognized by Gartner, and is already deployed in some of the world’s largest warehouses and distribution centers. Applicants can learn more about the company’s technology and customers at vimaan.ai.

About the Role

We are looking for experienced engineers (2 to 5 years) who are well versed with end-to-end Linux System with a strong L2 support orientation to join our Technical Operations team in Bangalore.

In this role, you will own the stability, performance, and security of our Linux-based systems, while also serving as a key escalation point for customer-reported issues across our product portfolio.

You will follow defined SOPs to triage, diagnose, and resolve customer escalations in real time — and when issues require deeper expertise, you will own a structured handoff to L3 engineering with full context and documentation. This role sits at the intersection of technical operations and customer support, making it ideal for someone who combines strong technical depth with a service-first mindset.

Key Responsibilities

System Administration & Operations

• Install, configure, and maintain Ubuntu/Linux and RHEL/CentOS operating systems and software packages.
• Monitor system performance, troubleshoot server issues, and ensure high availability and reliability of Linux-based infrastructure.
• Perform regular server health checks, capacity planning, resource utilization monitoring, and preventive maintenance.
• Perform OS patching, kernel updates, upgrades, and vulnerability remediation to maintain system integrity.
• Support zero-downtime deployments, rolling updates, and release activities in production environments.

Containerization & Virtualization

• Manage Docker environments — monitor containers, troubleshoot failures, and coordinate issue resolution.
• Work on virtualization platforms (VMware/ESXi, VirtualBox) and basic cloud environments (AWS/Azure).

Security & Compliance

• Implement and maintain security measures to protect Linux systems and ensure compliance with industry standards.
• Manage user accounts, groups, permissions, SSH access, sudo privileges, and access control policies.
• Configure and maintain network services: VPN, DNS, DHCP, SSH, firewalls, IDS, filesystems, and authentication services.

Storage & Infrastructure

• Manage storage configurations: LVM, mounts, NFS shares, backup, and recovery operations.
• Evaluate and recommend hardware/software upgrades for performance and scalability improvements.
• Maintain server inventory, documentation, SOPs, troubleshooting guides, and operational procedures.

Monitoring & Incident Management

• Monitor infrastructure and applications proactively using Nagios, Grafana, Prometheus, and/or Zabbix.
• Respond to and resolve critical alerts within SLA timelines via Microsoft Teams and ticketing platforms.
• Participate in incident management, root cause analysis (RCA), and problem management activities.
• Perform log analysis and proactive monitoring to prevent outages and service degradation.
• Provide production support and participate in on-call/shift rotation.

Customer L2 Support & Escalation Handling

• Serve as the L2 point of contact for customer-raised issues escalated from L1/helpdesk — owning triage, diagnosis, and resolution within agreed SLAs.
• Follow defined SOPs and runbooks to systematically investigate and resolve customer-reported issues across infrastructure, application, and connectivity layers.
• Perform real-time triage of customer escalations: reproduce the issue, isolate the root cause, and apply fixes or workarounds to restore service with minimal disruption.
• Communicate clearly and professionally with customers throughout the resolution process — setting expectations, providing status updates, and confirming resolution.
• When issues cannot be resolved at L2, prepare a detailed escalation summary (symptoms, steps taken, logs, hypothesis) and hand off to L3 engineering or product teams with full context.
• Track all customer escalations end-to-end in Jira/ServiceNow — ensuring tickets are updated, SLAs are met, and no issue falls through the cracks.
• Conduct post-resolution RCA for recurring or high-impact customer issues and document findings in Confluence for future reference.
• Identify patterns in customer escalations across products and flag systemic issues to the engineering or product teams proactively.
• Contribute to and maintain L2 SOPs, troubleshooting guides, and known issue databases to improve first-call resolution rates over time.

Core Competencies

• Linux system administration across Ubuntu and RHEL/CentOS environments.
• Docker container management — deployment, monitoring, and production troubleshooting.
• Infrastructure monitoring and alerting using Nagios, Grafana, Prometheus, or Zabbix.
• Bash/Shell scripting for task automation and reducing manual operational overhead.
• Network services management: DNS, DHCP, VPN, SSH, firewalls, and LDAP.
• Storage administration: LVM, NFS, SFTP, disk management, and backup/recovery.
• OS patching, kernel updates, vulnerability remediation, and security hardening.
• Customer-facing L2 support: real-time triage of customer escalations, SOP-driven resolution, and structured L3 handoff.
• ITSM ticket management: end-to-end ownership, SLA adherence, RCA documentation, and known-issue knowledge base contribution.
• Incident management, RCA participation, and production on-call support.

Other Skills

• Strong analytical and troubleshooting ability for complex production and customer-reported issues.
• Clear and professional communication with customers — setting expectations, giving updates, and confirming resolution.
• High ownership and accountability across both infrastructure operations and customer support.
• Good documentation discipline — SOPs, RCAs, runbooks, and known-issue logs.