About the role
We are seeking an experienced Senior Engineer - Software Support to provide advanced technical support for large-scale warehouse automation and enterprise software platforms. This role requires deep technical expertise, strong troubleshooting capabilities, and the ability to manage complex customer issues in high-availability production environments. The ideal candidate should have hands-on experience with enterprise applications, system debugging, performance analysis, and customer-facing technical support operations.
Responsibilities:
- Issue Resolution: Troubleshoot and resolve complex application and database-related issues.
- Technical Escalation: Act as a technical escalation point for critical customer issues.
- Root Cause Analysis: Analyse logs, system performance, and application behaviour to identify root causes.
- Engineering Collaboration: Collaborate with Engineering and Product teams for bug fixes and enhancements.
- Production Support: Support deployments, configuration updates, and production validations.
- Operational Excellence: Drive improvements in troubleshooting, documentation, and operational efficiency.
- Mentorship: Mentor junior engineers and share technical knowledge within the team.
- Stakeholder Communication: Ensure timely resolution and effective communication with stakeholders.
Requirements:
- Education: Bachelor's degree in Engineering, Computer Science, IT, or a related field.
- Experience: 5-8 years of experience in Software/Application Support roles.
- Environment: Strong expertise in Linux/Unix environments.
- Database and Querying: Advanced SQL and database troubleshooting skills.
- Scripting: Experience with Python or Shell scripting.
- Analytical Skills: Strong debugging, analytical, and problem-solving skills.
- Communication: Excellent communication and stakeholder management abilities.
- Flexibility: Willingness to work in rotational shifts.
Good to Have:
- Experience with warehouse automation, robotics, or enterprise SaaS platforms.
- Exposure to cloud environments and monitoring tools.
- Experience mentoring or guiding support teams.