Software Support Engineer

JOB SUMMARY

The Software Support Engineer will be responsible for monitoring, supporting, and maintaining newly deployed systems to ensure stability, security, and performance. The role involves collaboration with development, DevOps, and engineering teams to review deployments, monitor system health, manage incidents, and implement automation. The candidate will also support DevOps and security initiatives while ensuring change management and operational processes are properly followed.

Key Responsibilities

• Collaborate with Engineering, Software Development, and DevOps teams to understand system architecture and dependencies before deployment.
• Review deployment plans and identify potential post-deployment risks.
• Continuously monitor system health using automated monitoring tools and manual checks where necessary.
• Monitor application and system logs to analyze error rates and identify recurring issues after deployment.
• Verify system dependencies such as databases, caches, and third-party APIs to ensure proper functionality.
• Validate configuration settings in production environments to ensure accurate system deployment.
• Conduct security and compliance checks to identify vulnerabilities or configuration issues.
• Act as the first point of contact for system alerts and anomalies in newly deployed systems.
• Perform initial troubleshooting and escalate complex issues to development or operations teams.
• Document incidents, resolutions, and root cause details to maintain an operational knowledge base.
• Provide regular reports on system health, performance, and operational status to stakeholders.
• Ensure adherence to change management processes across deployment and operational activities.
• Utilize and enhance monitoring dashboards and alerting systems.
• Develop scripts and automation tools to streamline monitoring and operational tasks using Python.
• Review existing documentation and operational processes for accuracy and improvement opportunities.
• Create and maintain standard operating procedures (SOPs) and technical documentation.
• Maintain a centralized knowledge base for supported systems.
• Provide after-action reports following each system deployment.

Required Skills & Experience

• 6–8+ years of experience in software support, test engineering, or system operations roles.
• Experience working as a Test Lead, Senior Support Engineer, or similar role.
• Strong knowledge of DevOps practices and system monitoring tools.
• Proficiency in Python for scripting and automation tasks.
• Experience with incident management, troubleshooting, and root cause analysis.
• Knowledge of cybersecurity concepts and security compliance checks.
• Familiarity with change management processes in enterprise environments.
• Experience monitoring application performance, system logs, and infrastructure dependencies.

Competencies

• Digital: Python
• Digital: DevOps
• Cyber Security
• System Monitoring and Incident Management
• Automation and Operational Tooling
• Change Management and Process Improvement

Preferred Skills

• Experience with automated monitoring tools and alerting platforms.
• Experience supporting production deployments in enterprise environments.
• Strong documentation and knowledge management practices.
• Experience working in regulated or government environments.

Additional Titles

• Senior support engineer
• Change manager