Support Engineer • Senior

Who you are

You have 5+ years of experience in infrastructure support, with a strong focus on cloud environments — you've successfully managed and optimized infrastructure performance while ensuring operational efficiency. Your background includes working with various technologies and tools that enhance automation and streamline processes.

You are skilled in incident management and have a proven track record of responding promptly to incidents in production environments — your ability to define and document incident responses in collaboration with teams showcases your proactive approach to problem-solving. You understand the importance of monitoring key performance indicators and take necessary actions to address any deviations.

Your experience includes working closely with Service Reliability Engineering (SRE) teams and client stakeholders — you thrive in collaborative environments where you can share knowledge and improve practices. You are passionate about continuous improvement and have a keen interest in adopting sustainable practices in your work.

You have a strong technical background, with expertise in tools such as AWS, Docker, and Ansible — your familiarity with Kubernetes is a plus, as you understand how to leverage these technologies to automate operations and enhance team efficiency. You are comfortable working in fast-paced environments and can adapt to changing priorities.

Desirable

Experience with scripting languages and automation tools is a plus — you enjoy finding ways to reduce human effort in day-to-day operations. Familiarity with agile methodologies and value-focused practices will help you succeed in this role.

What you'll do

As a Senior Infrastructure Support Engineer, you will play a vital role in maintaining the operational efficiency of cloud environments — your primary focus will be on monitoring infrastructure performance and responding to incidents promptly. You will work closely with clients to facilitate their transition to agile practices, emphasizing shared responsibility and continuous improvement.

You will keep a vigilant eye on the operations of shipped products and services, following the agreed-upon engagement models — your role will involve monitoring product/service operations against key performance indicators defined by the business. When deviations are detected, you will take necessary actions to ensure that services remain operational and efficient.

You will define and document appropriate responses to various incident scenarios in collaboration with the SRE team and client stakeholders — preparing runbooks will be a key part of your responsibilities. As the first responder to incidents in production and other high-value environments, you will execute the appropriate response as established by runbooks or based on your judgment of incidents.

You will initiate communication with support teams across all service functions, setting up war rooms for incident response and coordinating with technical teams to resolve issues effectively. Your ability to automate operations using the latest tech stacks will help improve the overall efficiency of the entire team as time progresses.

What we offer

At ABC, we foster a culture of collaboration and continuous learning — you will have the opportunity to work alongside a diverse team of professionals, including seasoned technologists and self-taught developers. We believe in cultivating talent and supporting career journeys, providing an environment where you can thrive.

We encourage you to apply even if your experience doesn't match every requirement — your curiosity and willingness to learn are just as important as your technical skills. Join us and be part of a team that values innovation, passion, and dedication in overcoming ordinary challenges.