Support Engineer

We're on the lookout for a Support Engineer to come aboard our team. This position fits well for someone who takes genuine interest in untangling intricate technical issues while keeping reliability and client happiness top of mind. You'll be embedded in a dynamic, fast-moving environment where sharp problem-solving instincts and clear communication play a key part in keeping essential systems operational. For those who like taking full ownership of problems from start to finish and pushing for ongoing improvements, this role delivers exactly that kind of opportunity. Responsibilities Deliver 2nd-line support for ecommerce pharmaceutical applications running in distributed setups, sorting through incoming incidents, pinpointing root causes, and implementing fixes or escalating through the right channels Oversee the health and uptime of applications hosted on Microsoft Azure and Linux servers, watching for alerts, reviewing system logs, and taking corrective action to stay within business SLA targets Diagnose issues spanning the entire technology stack, covering Linux, networking, the Azure environment, and application-level logs, recreating faults to land on lasting fixes Build, upkeep, and run Bash/Shell scripts that automate routine operations, speed up incident resolution, and support regular maintenance work Compose and execute SQL queries in support of application upkeep, data corrections, and performance investigations, adhering to formal change-control procedures Carry out scheduled maintenance, patch deployment, and release tasks backed by rollback contingencies, syncing maintenance windows with relevant stakeholders to limit disruption Spearhead incident response efforts, bringing together cross-functional teams, delegating ownership of action items, monitoring progress, and seeing incidents through to full resolution Build and keep current a library of runbooks, operating procedures, and knowledge-base content addressing frequent incidents and maintenance activities Take part in on-call rotations, responding promptly to production issues and remaining ready to travel if needed to resolve problems or support customer engagements Uphold availability SLA targets, aiming for 99% or higher monthly uptime, or whatever threshold is specified contractually Hit incident response benchmarks, acknowledging critical issues inside 15 minutes and keeping recovery time for critical incidents to 60 minutes or less Cut down on repeat incidents through corrective and preventive measures, working toward a 30% drop in recurring issues over a six-month span Grow the footprint of automation across routine tasks, targeting the rollout or enhancement of at least 4 scripts or automated processes during the first half-year Finalize root cause investigations for major incidents within a 5-business-day window and follow corrective actions through to completion on schedule Keep documentation for critical services current, refreshing it within 30 days whenever relevant changes occur Sustain high customer satisfaction across support interactions, aiming for a post-incident CSAT average of 4.0 or better out of 5 Requirements At least 2 years of applicable hands-on professional experience Demonstrated capability in Bash scripting to automate operational workflows and support incident resolution Strong background working within Linux environments for both troubleshooting and routine upkeep Familiarity with Microsoft Azure for overseeing application uptime and cloud-based infrastructure Capable in SQL, applied toward application maintenance, data correction, and performance diagnostics Upper-intermediate English language skills or higher (B2) Nice to have Knowledge of Information Technology Infrastructure Library (ITIL) principles supporting organized incident and service management practices Background working with SAP Commerce Cloud to support operations on ecommerce platforms