Senior Support Engineer

Role Summary As a Senior Support Engineer Operations, you will provide advanced technical support for a suite of products, acting as the escalation point for L2 support and customer queries. You will troubleshoot, diagnose, and resolve incidents related to application functionality, integrations, performance, and security, collaborating closely with development and cross-functional teams to deliver timely fixes and ensure product quality. What You ll Be Doing Provide advanced technical support for suite of products, acting as the escalation point for L2 support and customer queries. Troubleshoot, diagnose, and resolve incidents related to application functionality, integrations, performance, and security. Collaborate with development teams (frontend, backend, full stack) to analyse root causes, reproduce issues, and deliver timely fixes or workarounds. Monitor application health, logs, and alerts using tools such as AWS CloudWatch, Winston, or similar. Maintain and update knowledge base articles, FAQs, and runbooks for recurring issues and resolutions. Support deployment activities, including post-release validation and rollback procedures. Participate in incident management, including RCA (Root Cause Analysis), documentation, and communication with stakeholders. Ensure compliance with internal standards and external regulations (e.g., GDPR, HIPAA, as relevant). Contribute to continuous improvement of support processes. Collaborate cross-functionally with product, QA, and engineering teams to drive product quality and customer satisfaction. Take responsibility for authoring technical documents, including design documents, runbooks, troubleshooting guides, and other relevant documentation to support operations and knowledge sharing. How You Will Succeed Demonstrate strong analytical and problem-solving skills, with hands-on experience in debugging web applications (frontend and backend). Utilise monitoring, logging, and alerting tools (e.g., AWS CloudWatch, Winston, Datadog, ELK). Work effectively with ticketing systems (e.g., Jira, ServiceNow) and incident management workflows. Apply good understanding of RESTful APIs, databases (PostgreSQL, Redis), and cloud platforms (AWS, Azure, GCP). Support CI/CD pipelines and deployment processes. Use basic scripting skills (e.g., Bash, Python, JavaScript) for automation and troubleshooting. Communicate and collaborate effectively across teams. What You Should Bring 4 6 years experience in application support, technical troubleshooting, or software engineering. Experience supporting products in regulated industries (Life Sciences, Healthcare, etc.). Familiarity with frontend frameworks (React, Material-UI) and backend technologies (Node.js, Express.js). Knowledge of security best practices and compliance requirements. Exposure to Agile methodologies and SDLC. Experience with knowledge base management and documentation. Interest in continuous learning and process improvement. Bachelor s degree in computer science, Engineering, or related field (or equivalent practical experience). Additional Information Availability to work flexible work hours is/may be required. This team will support continuous operations across two shifts and therefore, this role will require non-standard work hours, and some work on weekends and holidays. Appropriate adjustments in benefits will be provided for employees working non-standard hours where applicable