Support Engineer

Summary

Join Encora's high-performing global consulting team as a Support Engineer focused on Applications. This role involves solving complex technical puzzles, optimizing application performance, and ensuring reliability. As a Senior SRE, you will manage production operations, drive incident response, and collaborate with engineering and development teams to improve application resiliency and scalability. You will monitor, troubleshoot, and resolve application issues, capture key metrics, and develop dashboards. The position requires 24/7 support for production environments and collaboration with global engineering teams. You will also coach and mentor junior engineers.

Requirements

• 2–5 years in IT services across business/systems analysis, development, or support roles
• Ability to analyze logs and code to resolve Tier 2 issues
• Strong communication skills for cross-functional collaboration
• Self-driven, detail-oriented, and proactive in approach
• Experienced with L1/L2 support, root cause analysis, and documentation writing

Responsibilities

• Monitor, troubleshoot, and resolve application issues using observability tools like Splunk
• Capture key metrics and develop dashboards to track performance and health of systems
• Provide 24/7 support for production environments built on AWS and Mulesoft platforms
• Lead incident management, perform root cause analysis, and implement proactive solutions
• Collaborate with global engineering teams to enhance system reliability and response strategies
• Coach and mentor peers and junior engineers
• Apply ITIL and industry best practices across incident and operations management
• Contribute to documentation and compliance process improvement

Preferred Qualifications

• Background as an SRE, preferably with a focus on application support
• Comfortable working in Agile environments and collaborating across global teams
• Demonstrated experience in disaster recovery and business continuity planning
• Experience applying compliance frameworks and IT service management best practices
• Ability to lead or contribute to small to medium-sized teams

Benefits

Remote work