Technical Support Engineer

Key Responsibilities

• Adhere to defined On-call processes and strictly follow Ticket Resolution SLAs.
• Track and analyze recurring issues and support activities, collaborating with Production Support Engineers (PSEs) to identify root causes and implement permanent fixes.
• Oversee the timely response and resolution of all production issues, prioritizing based on business impact.
• Coordinate and facilitate the troubleshooting and recovery of complex, end-to-end problems that span multiple teams and technical layers.
• Provide crisp, timely updates to all stakeholders (intra-team and inter-team) via standups, emails, and meetings.
• Self-unblock when necessary; for features with widespread impact, coordinate with stakeholders with minimal supervision.
• Ensure monitoring SLAs are met by proactively actioning system anomalies and alerts.
• Drive automation initiatives for better system monitoring and prompt issue detection/remediation.
• Participate in functional debt backlog grooming and work toward significant on-call reduction through triaging.
• Collaborate with Business, Product Management, and Development teams to drive issues to closure and understand the changing production landscape with new feature releases.
• Drive product and process improvements to reduce response and resolution times.

Qualifications

• Maintain a strong understanding of the functional domain (e.g., Warehouse Management Systems), performance/scalability concepts, and the underlying tech stack.