Engineering Support Analyst

Position: Engineering Support Analyst

As an Engineering Support Analyst, you will play a critical role in ensuring the stability and performance of essential business systems. Acting as a software detective, you will identify, investigate, and resolve issues across various system components. Your responsibilities will include triaging bugs, escalating tickets with detailed context, responding to system alerts, and initiating On-Call procedures when necessaryall while maintaining clear and effective communication.

Key Responsibilities

• Provide technical support for critical business systems, ensuring timely issue identification and resolution.
• Collaborate with Traders, Developers, DevOps, and SRE teams to maintain seamless system operations.
• Conduct root cause analysis and implement preventive measures to mitigate recurring issues.
• Monitor system alerts and proactively address incidents to minimize downtime.
• Escalate issues with comprehensive documentation to ensure swift resolution.
• Offer coverage for global teams, including those in Australia (AEDT) and Europe (CET).
• Continuously drive improvements in system reliability and support processes.

Key Accountabilities

• Deliver high-quality support to global stakeholders.
• Resolve incidents efficiently and effectively.
• Leverage monitoring tools to detect and respond to issues proactively.
• Contribute to continuous improvement initiatives and innovation in support practices.

Preferred Experience & Skills

• 23 years of experience in technical support for critical business systems.
• Strong analytical and problem-solving abilities.
• Excellent verbal and written communication skills for effective collaboration with global teams.
• Solid understanding of incident and problem management principles.
• Experience with server stack and website support is a plus.
• Proficiency in debugging, issue analysis, and resolution.

Technical Knowledge

• Familiarity with monitoring and observability tools such as:

• Grafana

  ,

  Prometheus

  ,

  Loki

  ,

  Tempo

• Kubernetes

  ,

  Docker

• Linux

  ,

  Windows

• Kafka

  ,

  Postgres

• Experience in building Grafana dashboards that integrate metrics, logs, and traces for proactive error detection.
• Testing experience is an added advantage.

Education & Certifications

• A tertiary qualification in Information Technology or a related field is highly desirable.