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:

• Troubleshoot and resolve complex application, system, and database-related issues.
• Act as the technical escalation point for critical customer incidents.
• Analyse application logs, system performance, and production behaviour to identify root causes.
• Collaborate with Engineering and Product teams to resolve software defects and implement enhancements.
• Support application deployments, configuration changes, and production validation activities.
• Drive continuous improvements in troubleshooting processes, documentation, and operational efficiency.
• Mentor junior support engineers and promote technical knowledge sharing within the team.
• Ensure timely issue resolution while maintaining clear and effective communication with internal and external stakeholders.

Requirements:

• Bachelor's degree in Engineering, Computer Science, Information Technology, or a related field.
• 5-8 years of experience in Software/Application Support roles.
• Strong expertise in Linux/Unix environments.
• Advanced SQL knowledge with hands-on database troubleshooting experience.
• Proficiency in Python or Shell scripting.
• Strong debugging, analytical, and problem-solving skills.
• Excellent verbal and written communication skills with strong stakeholder management abilities.
• Willingness to work in rotational shifts.

Preferred Qualifications:

• Experience with warehouse automation, robotics, or enterprise SaaS platforms.
• Exposure to cloud environments and monitoring/observability tools.
• Experience mentoring or guiding technical support teams.