The client are a values-led, big-ticket FinTech with a world-beating product – the proven digitisation of the house buying process, from conveyancing through to payments. They are the darling of their market.

They are looking for a Support Engineer to join their UK team. As a Suapport Engineer, you will provide technical support and operation of the client’s Platform (both from an application and infrastructure) and actively manage high-severity incidents to resolution.

You will work closely with the customer support teams, development squads, and other stakeholders to provide a consistent and "best in class" support experience for customers. You will also contribute to the cloud platform service offering roadmap, feature, and functionality definition.

The Role

• Provide day-to-day support for the platform and potentially other applications like Salesforce.
• Screening of incidents whether they contain PII, if they do ensure those incidents are managed.
• Regular review of monitoring and alerting configuration
• Identification of process improvements, as well as providing input on service management process improvements
• Report problem status, risks, issues and Change Requests
• Co-ordinate resolution or escalation of all Platform Services issues
• Drive Severity 1 and 2 incident responses and triage
• Maintaining the existing in-scope platforms and new agreed applications
• Manage the Production environment for all in-scope infrastructure, applications, overseeing incidents, fixes, performance and stability
• Participate in strategy, planning, and operations meetings as required
• Aid in continuous improvement of cloud services support

You will have:

• Extensive experience of (highly) distributed services built on public cloud environments (technical as well as logical) with knowledge across software and infrastructure (cloud) management
• General problem solving & troubleshooting experience using Observability Tools (e.g. SignalFX/Grafana/Prometheus for metrics, Elastic/Splunk for logging, New Relic/AppDynamics for APM & Splunk Oncall/Opsgenie/PagerDuty for Incident Response)
• Basic knowledge in SQL/PostgreSQL & Data Analytics
• General understanding of Linux system commands - knowledge on performing investigations and automation on Linux platforms would be a major plus
• Basic understanding of Infrastructure-as-Code, experience with CloudFormation and Terraform beneficial
• Have a good understanding of modern SDLC and CI/CD processes (GitHub is desirable)
• Basic experience in writing scripts in Bash and/or Python
• Strong knowledge of Agile principles and practices

There is an On-Call element to this role TBC

Keywords: Support Engineer, splunk, sql, bash, linux, python, cloud, Technical Support, Operating Systems, Troubleshooting