We are seeking a highly skilled and experienced Senior Software Support Engineer with 5- 8 years of experience in a distributed support environment. The ideal candidate will be a technical expert with a strong background in providing Tier 1 and Tier 2 production support.

You will be responsible for diagnosing and resolving complex application issues, driving process improvements through automation, and acting as a key point of escalation. This role requires exceptional troubleshooting skills, a deep technical understanding of relational databases and logging tools, and the ability to mentor junior engineers while maintaining a strong customer-centric focus.

Key Responsibilities :

- Provide expert-level Tier 1 and Tier 2 production support, meticulously prioritizing the workload and escalating complex technical problems to the next level of expertise as appropriate.

- Diagnose, address, and follow up on LIMS (Laboratory Information Management System) application issues by analyzing system logs, application logs, and stack traces.

- Perform comprehensive root-cause analysis (RCA) on recurring issues to identify underlying problems and implement permanent solutions or workarounds.

- Drive continuous process and automation improvements to optimize the support lifecycle, reducing manual effort and improving efficiency.

- Build and maintain a comprehensive knowledge base with detailed "How-To" and troubleshooting articles for both end-users and the support team.

- Initiate and lead technical design discussions within and across technical teams to improve application stability and supportability.

- Investigate and resolve issues by analyzing code, identifying root causes, and implementing temporary or permanent solutions.

- Participate in the on-call application production support rotation to ensure 24/7 system availability.

Required Skills & Qualifications :

- 7+ years of professional experience as an Application Support Specialist in a distributed team environment.

- Excellent verbal, listening, and written communication skills for effective collaboration and client interaction.

- Advanced troubleshooting abilities and strong collaboration skills with the ability to mentor and guide junior engineers.

- Expertise with relational databases (e.g., Oracle, MySQL) and advanced SQL skills for data validation and issue resolution.

- Proven experience with ticketing software and workflows (e.g., Salesforce CRM, Jira ServiceDesk, or ServiceNow), including implementing and improving automation functionality.

- Expertise with logging tools like Splunk, as well as deep knowledge of operating systems and application log analysis.

- Hands-on experience with API testing tools such as Postman, Insomnia, or cURL.

- A Bachelor's degree in Engineering, Computer Science, Management Information Systems, or equivalent years of industry experience.

Preferred Skills :

- Experience with scripting languages like Python or Bash for automation tasks.

- Familiarity with monitoring tools like Prometheus or Grafana.

- Knowledge of ITIL framework and service management best practices.