Senior Application Support Engineer

Job ID: SP81880971125

Your Role:

As a Senior Application Support Engineer, you will be responsible for the availability and reliability of the company's services that are used by thousands of customers in almost 100 countries, including some of the top banks. The role involves ensuring all services exceed availability targets, have in-depth monitoring, and are proactively managed. The Application Support team will be responsible for triage, troubleshooting, and restoration of service when incidents do occur.

As a Senior Application Support Engineer, who has experience in running business-critical services, you will exhibit technical competence, be data-driven, and able to utilize your knowledge and experience to troubleshoot complex services. You will be responsible for ensuring Production incidents are managed to full recovery while mitigating customer impact at the earliest opportunity. Collaborating with other teams including Customer Support, Engineering, DevOps, and Operations teams to ensure that all services are continually maintained and operated to the highest standards.

Core to success in the role will be proactive identification for improvements to stability, service recovery, observability, and delivery of new components. Developing in-depth product knowledge, you will be able to apply this to all aspects of being a Senior Application Support Engineer to make informed decisions, provide in-depth analysis, and drive all aspects of service improvement.

Your Job:

• Service Reliability: Proactively identifying risks to service and remediating them. Reduce risk from deployments by improved use of resilience and ensuring appropriate testing of releases pre and post-deployment. Provide support and troubleshooting when service incidents occur. Improve time to recover from service-impacting incidents. Identifying trends and root causes to reduce the volume of incidents.
• Automation: Identify and deliver on opportunities to use automation to increase efficiency, reduce toil, and drive service availability. Use automation and orchestration techniques to provide repeatable solutions and reduce the risk of misoperation.
• Observability: Monitor and ensure smooth operation of all production services. Identifying gaps in coverage and improving observability of Production services. Ensuring appropriate events are generated for service failure or degradation scenarios. Responding to events and alerts in a timely manner managing through to resolution.
• Knowledge management: Continuously improving the knowledge of the Application Support team to become subject matter experts on the Product and the technology that runs it. Collaborating with other teams to understand how underpinning services support the Products. Identifying opportunities to share knowledge and decrease the time it takes to resolve customer-related incidents.

Depending on your team, some of the technologies you will interact with:

• Platform and Database tech: Linux, Cassandra, Kafka, Arangodb
• Instrumentation & Monitoring: Splunk, Zabbix, Prometheus, Grafana
• Scripting: Powershell, Python

This role will include a future on-call aspect once at the appropriate knowledge level.

About You:

• Service focused
• Experience running highly available, critical services, ideally SaaS
• A problem-solver who takes initiative
• Effortlessly self-motivates while working on team-based projects or individual tasks
• A well-organized, thorough, and detail-oriented person
• Able to keep the 'bigger picture' in mind while prioritizing conflicting demands and tasks
• Ability to take ownership in pressurized situations to provide direction during service incidents, tenacious enough to ensure issues do not get dropped
• Ability to negotiate and liaise with other teams to influence across teams as required to ensure an appropriate outcome
• Confident enough to voice your opinion, ask questions, and not afraid to suggest a better solution, without being abrasive
• Collaborative and willing to share knowledge, able to engage and meet the needs of demanding stakeholders

Required Skills:

• 5+ years experience as a SRE or Application Support Engineer or similar role
• Bachelor degree in Computer Science or related field
• Scripting ability in Powershell, Python, etc.
• Understanding of software systems concepts such as networking, firewalls, protocols, databases, and more
• Java debugging exposure - ability to complete thread dumps and analysis
• Experience with monitoring solutions
• Awareness of software delivery practices (CI/CD)
• Experience troubleshooting connectivity issues: TCP/IP, DNS, Telnet, Trace Route, TCP dump and analysis
• Awareness of load balancing technologies such as HA Proxy, Nginx, F5
• Experience of collaboration technologies: email, archiving, instant messaging
• Exposure to supporting voice / SMS technologies (nice to have)