Support Engineer

Job description

🧾 Important Information:

• Years of Experience: 2 – 5 years in IT services (Tier 2 or Tier 3 support), with experience as a Site Reliability Engineer.

• Job Mode: Full-Time

• Work Mode: Remote

Job Summary:

Encora is seeking a Support Engineer focused on Applications to join our high-performing global consulting team. If you enjoy solving complex technical puzzles, optimizing application performance, and ensuring reliability, this role is for you. As a Senior SRE, you’ll be instrumental in managing production operations, driving incident response, and collaborating across engineering and development teams to improve resiliency and scalability of business-critical applications.

Responsibilities and Duties:

• 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

Qualifications and Skills:

• 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

Role-specific Requirements:

• 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

Technologies:

• AWS

• Kubernetes

• Mulesoft

• Linux / Shell scripting

• OpenTelemetry

• Splunk, AppDynamics, Datadog

• Python

• ServiceNow

• Postman or similar API testing tools

Skillset Competencies:

• Observability and monitoring

• Incident management

• DevOps and automation practices

• Application performance tuning

• Root cause analysis and troubleshooting

• Dashboard and metric development

• Operational excellence

• Communication and mentoring

About Encora

Encora is the preferred digital engineering and modernization partner of some of the world’s leading enterprises and digital native companies. With over 9,000 experts in 47+ offices and innovation labs worldwide, Encora’s technology practices include Product Engineering & Development, Cloud Services, Quality Engineering, DevSecOps, Data & Analytics, Digital Experience, Cybersecurity, and AI & LLM Engineering.

At Encora, we hire professionals based solely on their skills and qualifications and do not discriminate based on age, disability, religion, gender, sexual orientation, socioeconomic status, or nationality.