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Support Engineer Associate/NOC Engineer



Customer Service
Posted on Tuesday, June 25, 2024

Support Engineer Associate/NOC Engineer

  • R&D
  • The Philippines
  • Full-time
  • ID: 100433


Personetics is an B2B2C Enterprise-Software Fintech start-up that is leading the Self-Driving Finance revolution in banking. We help banks deliver highly intelligent and personalized banking experiences to their retail customers across all digital channels. We’re pioneering establishing a new category of consumer banking based around data-driven personalization and customer engagement serving over 100 million bank customers worldwide.

About The Position

A Support Engineer Associate/NOC Engineer in Personetics SaaS is responsible for monitoring and maintaining the health and performance of the company's SaaS application and infrastructure. They actively respond to alerts, do an initial investigation, and collaborate with cross-functional teams to ensure seamless operation. Additionally, this role plays a vital role in implementing and enhancing monitoring tools and contributing to the overall reliability and scalability of the SaaS cloud services.


  • Serve as the Application Support Level 1 technical point of contact for Personetics SaaS customers.
  • Monitor Personetics production and staging environment 24x7x365 to minimize or mitigate any service disruptions.
  • Integrate and collaborate with the CloudOps & R&D teams in the production environment.
  • Ensure Personetics network and customers service meet its high standards and SLA.
  • Develop and maintain Support standard operating procedures and alerts.
  • Handle 1st Level Escalations via phone calls and emails
  • Perform initial triage to determine the severity of incidents, provide solutions, or escalate to other teams.
  • Manage monitoring tools to ensure proactive monitoring of the SaaS environments.
  • Identify and resolve issues pertaining to Kubernetes clusters, pods, and application performance.
  • Detection and response to security events according to protocol, including triage and prioritization.
  • Alerting the chain of command, security and/or privacy teams to security events.


  • Application Monitoring Expert in an enterprise organization - Minimum of 3 years’ experience
  • Understand the basic concepts of a SaaS application architecture
  • Linux CLI experience - Minimum 2 years’ experience
  • Using scripting languages – Bash/Perl/Python etc. - Minimum 2 years’ experience
  • Strong troubleshooting skills - review and analyze logs.
  • Will work in shifts 24x7 (8 hours a day)
  • Ability to assess faults, prioritize, respond, and escalate accordingly.
  • Capable of multi-tasking, good time management and prioritization of workload.
  • Experience in managing Kubernetes clusters and associated tools.
  • Excellent written and verbal communication skills and ability to collaborate effectively across teams.

Nice to have

  • Kubernetes fundamentals
  • Experience in Microsoft Azure portal and tools
  • DB and SQL fundamentals
  • Information security monitoring related experience