Support Engineer

Job Description

Responsibilities

• Own and resolve customer requests — analyse and solve incidents and service requests from internal and customer accounts, from first triage through verified resolution.
• Manage incidents by ITIL priority — apply the agreed priority model and work within the SLA entitlement process for each customer (Non-Standard, Standard, Premium, Platinum and Premium Plus)
• Investigate across the whole stack — read application and integration logs, debug Groovy logic, query Postgres, inspect price lists and calculation results, and check server and job performance.
• Reproduce and verify issues — recreate reported behaviour on test partitions and isolate whether the cause sits in configuration, data, the platform or the product itself.
• Perform root cause analysis — establish what happened, document it clearly in the case, and make sure the customer understands both the cause and the fix.
• Handle monitoring events — pick up alerts from monitoring and observability platforms, assess their impact, and act or escalate accordingly.
• Work across integrations — analyse data flows between Integration Manager, customer e-commerce and ERP systems, and the platform.
• Report product defects — identify genuine software bugs, check whether they are already tracked, and provide Engineering with well-evidenced tickets, steps, logs and environment details.
• Communicate directly with customers — build trust through clear written communication, calls and remote troubleshooting sessions with their technical experts.
• Support maintenance and upgrades — carry out routine tasks on customer partitions as part of maintenance, release and upgrade activities.
• Share what you learn — create and update knowledge-base articles, known-error records and practical how-to guidance so others can solve similar issues faster

How success is measured?

Beyond your own case work, your objectives are connected to the Technical Support & Operations key results. Concrete targets are agreed with your manager and followed through regular goal-setting and 1:1 conversations. Your Objectives and Key Results are:

• Backlog health and time to value — keep your queue accurate and moving, maintain clear status and next steps, drive older cases towards closure, and flag blockers early.
• SLA compliance — monitor your cases, intervene before a case is at risk, and document the root cause and corrective action for every breach you own.
• Product feedback loop — turn recurring customer problems into well-evidenced, consistently tagged product-gap candidates for Product and Engineering.
• AI-assisted productivity — use approved AI tools responsibly in your daily workflow, validate the results, and share practical use cases that improve the quality or speed of your work.

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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