Support Engineer

Job Summary:

The Support Engineer is responsible for providing technical support and expertise for the Graphene application, systems and in-scope customers solutions, ensuring their optimal performance and functionality. This role involves troubleshooting Graphene application issues, working with cross-functional teams to resolve incidents, and supporting end-users with technical queries related to Graphene and the associated systems. As a Support Engineer, you will also provide technical analysis, troubleshoot issues, and contribute to the enhancement of the overall Graphene Operations and support, analysing system performance, and recommending improvements or optimizations.

Key Responsibilities:

• Provide technical support and troubleshooting expertise to resolve issues related to the Graphene products, applications and infrastructure.
• Analyse technical problems and identify root causes from cases and issues identified from our customers or through the automation channels
• Validate and recreate technical scenarios experienced in the Production environment as part of the Defect Management process. Log all validated defects into Aha and follow the Defect Management process.
• Where required, collaborate with developers and engineers to further assist to identify root causes and to implement solutions.
• Document technical solutions, processes, and support workflows to support knowledge-sharing and future scalability
• Prepare detailed technical documentation, including software design specifications, system architecture diagrams, and user guides.
• Support system upgrades, patches, and deployments in collaboration with the development and infrastructure teams.
• Provide training and guidance to end-users and peers on Graphene application functionality and best practices.
• Track, update and manage tickets through the PMC ITSM platform, maintaining regular customer facing case updates and resolving cases within SLA’s (Freshservice being the current tool of choice).
• Develop, implement, and maintain the Graphene Automation strategy and processes for testing all Graphene Customers within the remit of the robot.
• Collaborate with stakeholders to gather and define automation requirements and ensure solutions meet business needs.
• Design and maintain automation scripts, leveraging PMC tools. Identify additional tools as required and report the requirements to the Solutions and Operations Manager
• Continuously monitor the automation systems to ensure stability and proactively address potential issues.
• Resolve any identified issues highlighted through the automation and testing scripts
• Create, document and maintain a Customer Facing dashboard of automated testing performed.
• Document technical solutions, processes, and automation workflows to support knowledge-sharing and future scalability.
• Liaise with the Quality Assurance manager to onboard and amend the Automation processes to include new features and functions of the Graphene products, systems and applications within the automation scripts.
• Assist in the planning and execution of technology updates and system enhancements, ensuring minimal disruption to operations.
• Conduct performance analysis to identify opportunities for further optimization and automation.

Skills and Experience:

• Strong understanding of automation tools and scripting languages (e.g., Python, PowerShell, or equivalent).
• Experience with systems integration, automation platforms, and workflow orchestration.
• Proficiency in troubleshooting and root cause analysis of technical issues.
• Knowledge of infrastructure components, and Software development processes
• Strong analytical skills with the ability to interpret data and make informed recommendations.
• Excellent communication skills, capable of explaining technical solutions to non-technical stakeholders.