Support Engineer

We are seeking a Software Support Engineer to ensure the reliability, stability, and performance of production systems while delivering high-quality technical support across applications and platforms. This role focuses on diagnosing complex issues, supporting live systems, and collaborating closely with engineering teams to drive faster resolution and continuous improvement. The ideal candidate combines strong troubleshooting skills with a solid engineering foundation and a proactive approach to improving system resilience and customer experience.

Roles & Responsibilities: Provide L1/L2 technical support for production systems, applications, and services, ensuring timely resolution of incidents and service requests. Diagnose, troubleshoot, and resolve complex technical issues across application, infrastructure, and integration layers. Monitor system health, performance, and availability using observability and alerting tools.

Collaborate with development teams to identify root causes and implement long-term fixes for recurring issues. Manage incident response processes, including triaging, escalation, communication, and post-incident reviews. Maintain and improve support runbooks, knowledge bases, and troubleshooting guides.

Perform log analysis, debugging, and system tracing to identify issues and recommend solutions Support deployment activities, release validation, and environment management. Work closely with cross-functional teams (engineering, QA, DevOps, product) to ensure seamless system operations. Identify opportunities for automation in support workflows, including scripting and tooling enhancements.

Contribute to continuous improvement initiatives to enhance system reliability, performance, and support efficiency. Requirements Qualifications: 4+ years of professional experience in software support, application support, or production engineering roles. Strong understanding of application architecture, including frontend, backend, and database interactions.

Proficiency in at least one programming or scripting language (Python, Bash, JavaScript, or similar). Experience with log analysis, debugging tools, and monitoring platforms (e.g., Splunk, ELK, Datadog, Prometheus). Familiarity with incident management and ticketing systems (e.g., ServiceNow, Jira, Zendesk).

Experience supporting distributed systems, APIs, and microservices architectures. ● Understanding of databases (SQL/NoSQL), including querying and performance troubleshooting. Exposure to cloud platforms such as AWS, Azure, or GCP. Knowledge of CI/CD pipelines, deployment processes, and release management.

Basic understanding of system reliability concepts such as SLAs, SLOs, and error budgets. Experience with containerization and orchestration tools (Docker, Kubernetes) is a plus. Strong analytical and problem-solving skills with attention to detail.

Ability to handle high-pressure situations and manage multiple priorities effectively. Additional Expectations: Act as a key point of contact for production issues, ensuring clear communication with stakeholders. Drive root cause analysis (RCA) and contribute to preventive measures.

Continuously improve support processes, tooling, and documentation. Collaborate with engineering teams to enhance observability, logging, and system diagnostics. Support a culture of reliability, accountability, and continuous learning.