Support Engineer
United States
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Job Description
Support Engineer
Dallas, Texas

Job Summary

AYS Support Analyst to provide 24x7 production support for AYS applications and platforms. Role requires working in rotational shifts, ensuring timely incident resolution, supporting business-critical telecom billing operations, and driving automation initiatives using AI-powered tools.

Key Responsibilities

Responsibilities:

Investigate, troubleshoot, and resolve AYS incident tickets within agreed SLAs.

Ensure adherence to 24-hour incident resolution SLA for assigned support tickets.

Perform root cause analysis (RCA) for recurring incidents and implement permanent fixes.

Perform file handling activities in Linux environments.

Coordinate with development, infrastructure, and business teams for issue resolution.

Utilize AI tools such as Gemini, GitHub Copilot and other productivity tools to accelerate troubleshooting and automation.

Flexible to work in rotational shifts, weekends, and on-call schedules as required.

Ownership mindset with a focus on SLA adherence and customer satisfaction.

Continuous learning attitude and automation-first mindset.

Monitor application health and proactively identify operational issues.

Maintain incident logs, support documentation, and operational runbooks.

Execute SQL queries for data validation, troubleshooting, and issue resolution.

Develop simple scripts and automation solutions to reduce manual intervention.

Understanding production support and incident management processes.

Exposure to ticketing tools and SLA-driven support environments.

Skill Requirements

Technical Skills: Linux and SQL skills (query writing, data analysis, troubleshooting), use of AI tools

Linux/Unix command-line instructions and Shell scripts

Other Requirements
Maximum Salary (US): 
Minimum Salary (US): 
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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion. 

 

Compensation and Benefits

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.