Technical Support Engineer

If you are looking for a meaningful career where people work and act with passion, rethink the existing and always strive to find the best solution - you have come to the right place. We develop future technologies to relentlessly make supply chains better. 

We are a leader in supply chain software solutions, helping organizations streamline operations, reduce costs, and improve efficiency.

Job Summary

We are seeking a skilled Technical Support Engineer to join our engineering team. The ideal candidate will be responsible for monitoring production infrastructure, responding to critical incidents, performing backend data operations, and supporting enterprise application environments. This role requires a proactive individual who can work independently during off-hours and collaborate effectively with the development team to ensure service reliability and uptime.

What a day in the life looks like:

• Monitor infrastructure alerts across all production environments and respond promptly to ensure minimal service disruption.
• Act as the first responder for P1 (Priority 1) incidents when any service experiences downtime; apply due diligence to triage, diagnose, and identify the root cause before escalating findings to the development team.
• Manage and troubleshoot Windows Scheduled Tasks to ensure automated jobs run reliably and on schedule.
• Oversee daily backend operations, including file loading, downloading, system monitoring, and issue troubleshooting to ensure seamless performance.
• Collaborate closely with US teams, DBAs, and developers to ensure seamless application performance and smooth execution of backend processes.
• Utilize Linux command-line tools for server administration, log analysis, and incident troubleshooting.
• Execute SQL queries to perform backend data updates and corrections during off-hours (outside of core development working hours), following established change management procedures.
• Maintain a working knowledge of enterprise application deployment architecture, including CI/CD pipelines, staging and production environments, and release management workflows.
• Understand and support the Software Development Life Cycle (SDLC) to effectively collaborate with development and QA teams.
• Document incident reports, root cause analyses, and resolution steps for knowledge sharing and continuous improvement.
• Participate in on-call rotations and provide after-hours support as required.

What you bring to the team:

• 2+ years of experience in a technical support, NOC, or site reliability engineering (SRE) role.
• Hands-on experience with infrastructure monitoring tools (e.g., Dynatrace, Datadog, PagerDuty, Grafana, or similar).
• Proficiency with Windows Server administration, including Scheduled Tasks and Event Viewer.
• Strong command of Linux/Unix operating systems and shell scripting (Bash).
• Solid SQL skills with the ability to write and execute queries for data retrieval and backend updates across relational databases (e.g., SQL Server, MySQL, PostgreSQL).
• Familiarity with enterprise application deployment architectures, including web servers, application servers, load balancers, and database tiers.
• Understanding of SDLC methodologies (Agile, Waterfall, or hybrid).
• Excellent analytical and problem-solving skills with a strong attention to detail.
• Ability to work flexible hours, including evenings, weekends, and on-call shifts.