JOB SUMMARY : We are looking for a Senior Support Engineer to serve as the escalation point for production issues, ensuring rapid diagnosis, resolution, and clear communication during critical incidents across the platform. KEY RESPONSIBILITIES : • Triage, investigate, and resolve escalated production incidents across web, mobile, and backend systems • Monitor system health and proactively identify potential issues before they impact users • Maintain and continuously improve runbooks, knowledge base, and troubleshooting documentation • Coordinate with Engineering and DevOps teams during major incidents and outages • Provide root-cause analysis and detailed post-incident reports • Mentor and upskill junior support staff, improving overall support processes and response times • Manage and prioritize incoming support tickets according to severity and SLA commitments • Communicate incident status and resolutions clearly to internal and external stakeholders • Contribute to automation of routine diagnostic and remediation tasks • Participate in on-call rotation for critical production support

REQUIRED QUALIFICATIONS & SKILLS: • 7 -10 + years of technical support or application support engineering experience • Strong troubleshooting skills across application, database, and infrastructure layers • Experience with logging/monitoring tools (e.g. Grafana, ELK, Datadog) • Working knowledge of SQL and scripting for diagnostics • Strong ownership mindset and ability to work under pressure during incidents • Good written and verbal communication skills in English PREFERRED QUALIFICATIONS : • Experience with cloud infrastructure (AWS, Azure, or GCP) • Familiarity with incident management frameworks (ITIL) • Exposure to scripting/automation (Python, Bash) for support tooling • Experience leading or coordinating major incident response • Software Engineering Degree and exp in Data Analytics