Senior Support Engineer

JOB SUMMARY :

We are looking for a Senior Support Engineer to serve as the escalation point for production issues, ensuring rapid diagnosis, resolution, and clear communication during critical incidents across the platform.

KEY RESPONSIBILITIES :

• Triage, investigate, and resolve escalated production incidents across web, mobile, and backend systems
• Monitor system health and proactively identify potential issues before they impact users
• Maintain and continuously improve runbooks, knowledge base, and troubleshooting documentation
• Coordinate with Engineering and DevOps teams during major incidents and outages
• Provide root-cause analysis and detailed post-incident reports
• Mentor and upskill junior support staff, improving overall support processes and response times
• Manage and prioritize incoming support tickets according to severity and SLA commitments
• Communicate incident status and resolutions clearly to internal and external stakeholders
• Contribute to automation of routine diagnostic and remediation tasks
• Participate in on-call rotation for critical production support

REQUIRED QUALIFICATIONS & SKILLS:

• 7 -10 + years of technical support or application support engineering experience
• Strong troubleshooting skills across application, database, and infrastructure layers
• Experience with logging/monitoring tools (e.g. Grafana, ELK, Datadog)
• Working knowledge of SQL and scripting for diagnostics
• Strong ownership mindset and ability to work under pressure during incidents
• Good written and verbal communication skills in English

PREFERRED QUALIFICATIONS :

• Experience with cloud infrastructure (AWS, Azure, or GCP)
• Familiarity with incident management frameworks (ITIL)
• Exposure to scripting/automation (Python, Bash) for support tooling
• Experience leading or coordinating major incident response
• Software Engineering Degree and exp in Data Analytics