About the role

As a Senior Support Engineer, you will support highly visible, large-scale SaaS platforms and work closely with Engineering, Product, and Operations teams to improve platform reliability, operational efficiency, and customer experience. This role focuses on advanced troubleshooting, proactive monitoring, operational tooling, incident response, and AI-driven operational improvements for critical business systems supporting millions of monthly interactions. The position also partners closely with the Engineering Tools team to improve platform visibility, automate operational workflows, enhance proactive detection capabilities, and support the adoption of AI-powered solutions that reduce customer impact and improve response efficiency.

In This Role, You Will

- Provide advanced troubleshooting and Level 3 support for platform applications and services.
- Investigate and resolve escalated production issues across multiple systems and environments.
- Write Oracle SQL queries for operational analysis, reporting, and troubleshooting activities.
- Work closely with Engineering teams to identify platform issues, bugs, and performance bottlenecks.
- Support proactive monitoring, operational tooling, and platform observability initiatives.
- Collaborate with Engineering Tools teams to improve operational visibility, automation capabilities, and AI-assisted workflows.
- Assist with incident management, root cause analysis, and preventive operational improvements.
- Support streaming platform operations and customer-impacting event escalations.




- Help maintain operational SLA targets and platform stability objectives.

Heres What You Need

- Strong troubleshooting and analytical problem-solving skills.
- Solid experience writing Oracle SQL queries.
- Experience supporting large-scale SaaS or cloud-based applications.
- Strong understanding of web applications and distributed systems.
- Familiarity with Node.js and React.js applications from a support or troubleshooting perspective.
- Experience working with monitoring, logging, or observability platforms.
- Experience working with AI-powered tools, automation platforms, or AI-assisted operational workflows.
- Strong verbal and written communication skills.
- Ability to manage high-priority incidents in fast-paced production environments.
- Familiarity with Kafka, ELK stack, APM tools, or similar observability technologies.
- Understanding of APIs, microservices, and up-to-date web architectures.

Nice to Have

- Experience supporting streaming or real-time event platforms.
- Basic Linux command-line knowledge.
- Experience with shell scripting or operational automation.
- Experience working with Jira, operational workflows, or support tooling platforms.
- Exposure to AI-assisted development, monitoring, or operational support solutions

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

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