Senior IT Support Engineer

About the Role

We are looking for an experienced Senior Application Support Specialist to join a team responsible for supporting and optimizing mission-critical cloud-native applications running in a highly distributed environment. This role goes beyond traditional application support. You will act as a technical specialist focused on system reliability, performance optimization, observability, and incident management.

Working closely with Development, SRE, DevOps, and Infrastructure teams, you will troubleshoot complex production issues, drive operational improvements, and contribute to the long-term stability and scalability of enterprise applications.

The position offers a clear growth path toward Site Reliability Engineering (SRE) and is ideal for professionals who enjoy deep technical problem-solving, continuous improvement, and working in modern cloud environments.

Your Responsibilities

• Manage and resolve application incidents within agreed service levels (SLAs)
• Investigate and resolve complex production issues affecting business-critical applications
• Coordinate with engineering, infrastructure, and platform teams to ensure effective incident resolution
• Communicate critical incidents, root causes, and improvement plans to senior stakeholders
• Monitor application and system performance, identifying opportunities for improved stability, scalability, and supportability
• Develop, maintain, and track Error Budgets for supported applications
• Implement and enhance monitoring, alerting, and observability solutions
• Lead support-related projects and operational improvement initiatives
• Analyze support metrics, operational trends, and application performance data
• Create and maintain technical documentation, runbooks, and knowledge base articles
• Mentor junior team members and support knowledge-sharing activities
• Participate in a 24/7 on-call rotation, typically one week per month

What We Are Looking For

• 4+ years of experience in Application Support, Production Support, Technical Support, or a similar role
• Strong troubleshooting and analytical problem-solving skills
• Experience supporting cloud-based applications and distributed systems
• Understanding of microservices architecture and modern application platforms
• Ability to work closely with Development, SRE, DevOps, and Infrastructure teams
• Experience with monitoring, alerting, and observability tools
• Knowledge of application performance analysis and incident management practices
• Strong communication skills and the ability to collaborate with technical and business stakeholders
• Excellent English communication skills
• Proactive mindset with a strong focus on continuous improvement and system reliability

Technical Environment

• Java
• Spring Boot
• Kubernetes
• MongoDB
• Kafka
• Cloud platforms: Azure, AWS, or GCP
• Microservices architecture
• Monitoring and observability solutions

Nice to Have

• Experience with Elastic, Splunk, Dynatrace, New Relic, or similar observability platforms
• Familiarity with Site Reliability Engineering (SRE) principles and practices
• Experience supporting high-availability, large-scale enterprise applications
• Knowledge of automation, monitoring, and operational excellence practices
• Experience working in cloud-native environments

What’s in It for You

• Opportunity to support complex, large-scale cloud-native platforms
• Exposure to modern technologies and engineering best practices
• Close collaboration with Development, SRE, DevOps, and Infrastructure teams
• Clear career progression toward Site Reliability Engineering (SRE)
• Long-term engagement with the potential for permanent employment
• International and collaborative work environment
• Professional development opportunities and access to experienced technology specialists
• Benefits package including private healthcare and sports card options