Senior Support Engineer

We are looking for a Senior Support Engineer to join our team. This role is well-suited for someone who enjoys solving complex technical problems while maintaining a strong focus on reliability and customer satisfaction. You'll operate in a fast-paced environment where quick thinking and clear communication are essential to keeping critical systems running smoothly. If you take pride in owning issues end-to-end and driving continuous improvement, this position offers a meaningful opportunity to do so

Responsibilities

• Provide 2nd-line application support for ecommerce pharmaceutical applications in distributed environments, triaging incidents, diagnosing root causes, and applying fixes or coordinated escalations
• Manage application availability and health across Microsoft Azure and Linux hosts by monitoring alerts, reviewing logs, and executing corrective actions to meet business SLAs
• Troubleshoot system and application issues across the full stack, including Linux, networking, the Azure platform, and application logs, reproducing faults to identify permanent resolutions
• Develop, maintain, and execute Bash/Shell automation scripts to streamline operational tasks, incident remediation, and routine maintenance
• Write and run SQL queries to support application maintenance tasks, data fixes, and performance troubleshooting, following established change-control practices
• Execute planned maintenance, patching, and deployment tasks with rollback plans in place, coordinating maintenance windows with stakeholders to minimize business impact
• Lead incident response activities by coordinating cross-functional teams, assigning action owners, tracking progress, and driving incidents through to closure
• Create and maintain runbooks, operational procedures, and knowledge-base articles covering common incidents and maintenance tasks
• Perform on-call duties, providing timely support during production incidents and remaining available to travel when required for problem resolution or customer engagements
• Maintain SLA compliance for application availability, targeting at least 99% monthly availability or meeting the applicable contractual SLA
• Meet incident response SLAs and recovery targets, acknowledging critical incidents within 15 minutes and keeping mean time to recovery for critical incidents at or below 60 minutes
• Reduce incident recurrence by implementing corrective and preventive actions, targeting a 30% reduction in repeat incidents within 6 months
• Expand automation coverage of routine operational tasks, aiming to implement or improve at least 4 automation scripts or processes within the first 6 months
• Complete root cause analyses for all major incidents within 5 business days and track corrective actions through to closure within agreed timeframes
• Keep operational documentation for all critical services current, ensuring updates are made within 30 days of any relevant change
• Maintain strong customer satisfaction on support interactions, targeting an average post-incident CSAT score of 4.0 or higher out of 5

Requirements

• A minimum of 3 years of relevant professional experience
• Strong hands-on experience with Bash scripting for automating operational tasks and incident remediation
• Solid experience working with Linux systems for troubleshooting and ongoing maintenance
• Working knowledge of Microsoft Azure for managing application availability and cloud infrastructure
• Proficiency in SQL for application maintenance, data fixes, and performance troubleshooting
• Upper-intermediate English language skills or higher (B2)

Nice to have

• Familiarity with Information Technology Infrastructure Library (ITIL) practices to support structured incident and service management
• Experience with SAP Commerce Cloud for supporting ecommerce platform operations