Support Engineer

The Product Operations Engineer provides deeper technical capability to support BG's strategic products and platforms. The role focuses on service reliability, automation, root cause investigation, and operational readiness for services within the BG ecosystem.

Responsibilities:

• Be the technical expert within your Product domain.
• Function as the technical escalation point for the BG Product Operations Analysts, providing advanced diagnostics and engineering-level support for products and platforms.
• Own and deliver operational improvements, including automation of manual tasks, runbook enhancements, and resilience uplift across applications and integrations.
• Support the operation of cloudhosted platforms and integrations.
• Act as Technical Lead for Major Incidents, collaborating with Product Teams, platform engineers, and vendors.
• Deliver timely and appropriate communication to stakeholders.
• Perform detailed impact assessments, root cause analysis (RCA), and impact remediation.
• Problem Management - focus on root cause analysis and resolution for recurring incidents and events and deliver permanent fixes.
• Service Improvement - proactively identify and deliver improvements including automation, enhanced monitoring, self-healing, etc.
• Contribute to the service design and service readiness of new and evolving products, ensuring monitoring, logging, alerting, and support patterns are embedded from the outset.
• Partner with Product Teams and vendors to ensure service operational readiness for releases, upgrades, migrations, and architectural changes.
• Maintain documentation and operational standards for all supported products.
• Proactively identify and address stability risks, performance trends, and areas for service improvement.
• Change Management activities, including raising, implementing and co-ordinating change activities.
• Required to participate in 24x7 support on-call rota.

Requirements:

• Strong background in application support engineering, SRE, DevOps, and technical service delivery.
• Ability to conduct structured faultfinding and root cause analysis.
• Excellent stakeholder collaboration skills across product, engineering, service management, and vendor teams.
• Understanding of cloud services, API gateways, integrations, observability platforms, event-driven workflows, containerisation, and CI/CD tooling.
• Experience automating operational workflows and improving platform reliability.
• Preferably experience in supporting a 24x7 global business operation.

Skills

API, CI/CD, DevOps, SRE, cloud, containerization, observability, support