Technical Consulting Engineer

What You’ll Do

• As a Technical Support Engineer, your role will focus on maintaining existing IT systems, applications, and software, requiring proactive problem-solving abilities, good communication and social skills, and a commitment to delivering exceptional technical support to our clients.
• Responsible for the day-to-day maintenance of application systems in operation, including identifying and resolving application issues and addressing customer concerns, with the primary aim of ensuring seamless operation of the application or platform.
• Conduct root cause analysis for technical issues, communicate findings to management, and handle client relationships in collaboration with Infrastructure/Service Support team members.
• Use expertise in cloud technologies, particularly AWS and Azure, to optimize system performance, scalability, and reliability.
• Deploy regular code updates across all environments (Dev/QA/Staging) ensuring smooth transition and minimal downtime.
• Understand client business needs and prioritize tasks accordingly to meet business objectives.
• Diagnose problems, issues, and defects, and optimally connect with customers to guide them through setup and usage of platform features and APIs.
• Delegate issues to downstream teams for deeper investigation when necessary, and coordinate with development teams to seek and devise solutions.
• Maintain documentation and playbooks related to support and system operations to ensure knowledge sharing and continuity.
• Coach and mentor less experienced team members, acting as a domain specialist to share knowledge and standard methodologies.
• Work in a Change Management and Ticketing environment (e.g., JIRA, ServiceNow) to efficiently manage tasks and track progress.
• Proactively identify improvements as part of business as usual (BAU) work to address recurring issues, close monitoring gaps, and automate or reduce manual work.
• Demonstrated ability to collaborate effectively with multi-functional teams, including IT, SRE, and DevOps, to achieve common objectives and ensure seamless platform management and operations.
• Maintain a strong commitment to continuous learning and staying updated with emerging technologies and industry trends.