Senior Engineer - Software Support

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.