This role is responsible for supporting and maintaining a production system used by enterprise clients. It involves a mix of technical troubleshooting, client communication, and system analysis across cloud-based services and application layers.
The role requires strong ownership and will be responsible for investigating and resolving issues end-to-end before escalation.

What you'll do:

• Incident Management & Technical Support
  
  • Act as the first point of contact for technical issues affecting clients and end-users
  • Investigate incidents end-to-end, including log analysis, metric inspection, and issue reproduction
  • Troubleshoot issues across APIs, authentication flows, backend services, and frontend
    applications
  • Work with AWS services (Lambda, API Gateway, CloudWatch, DynamoDB) to diagnose production issues
  • Escalate issues with clear findings, supporting logs, and root cause hypotheses
• Service Desk & SLA Management
  
  • Manage and prioritise support tickets using Jira Service Management
  • Ensure incidents are resolved within SLA timelines
  • Communicate regularly with clients regarding progress, delays, and resolutions
  • Maintain accurate ticket updates and documentation
• Testing & Release Support
  
  • Perform regression testing and assist with user acceptance testing (UAT)
  • Validate bug fixes and support releases into production
  • Reproduce reported issues to assist development teams
• Client Communication & Reporting
  
  • Document clear, client-facing incident and root cause reports
  • Translate technical issues into understandable explanations for non-technical users
  • Provide support documentation and assist with client training where required
• Process Improvement
  
  • Identify recurring issues and escalate for permanent fixes
  • Suggest improvements to support workflows and system reliability
  • Contribute to internal knowledge sharing and documentation

Your Expertise:

• Experience working in a technical support or production support environment
• Familiarity with Jira Service Management or similar tools
• Basic understanding of AWS or cloud-based systems
• Ability to read and understand Python code for debugging
• Familiarity with REST APIs, HTTP responses, and debugging tools
• Exposure to frontend technologies such as Angular is beneficial
• Experience analysing logs and troubleshooting production issues
• Experience writing and analysing SQL queries
• Experience with AWS services (Lambda, API Gateway, DynamoDB, CloudWatch, S3)
• Exposure to serverless architectures
• Experience with C# / .NET
• Familiarity with structured incident management practices (e.g. ITIL)

Qualifications:

• Degree in Computer Science, Information Systems, or equivalent experience

Core Competencies

• Strong problem-solving and investigation skills
• Ability to work under pressure and manage multiple incidents
• Attention to detail when analysing logs and system behaviour
• Good judgement on when to escalate issues
• Basic understanding of system performance and reliability concepts

Personal Attributes

• Takes ownership of issues from start to resolution
• Communicates clearly and professionally with clients
• Patient and composed when dealing with users under pressure
• Organised and able to manage workload independently
• Willing to learn and adapt in a fast-changing environment