Senior Support Engineer

Day to day

• Collaborate with the Support and Engineering teams to identify and resolve technical issues across our products
• Triage and understand reported issues and translate them into a requirement
• Reproduce the issue a customer reported in the staging environment
• Researching diagnosing troubleshooting and identifying solutions to resolve system issues with Datadog and other debugging tools
• Learn some technical operational tasks product engineers are handling and take them over (e.g. batch updates SFTP credential setting reporting setup etc.)
• Ensure that security considerations are taken into account based on current best practices (e.g. OWASP Top 10 AWS Well-Architected Framework) in the entire process
• Analyse the incoming tickets and identify the hot spots
• Improve and maintain our knowledge base for technical / product support
• Promote knowledge-sharing and self-service
• Facilitate accomplishment of team goals and minimise total SLA violation MTTA and MTTR