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Service Delivery
Senior Technical Support Specialist
Hybrid or On Site Full-time 5-7 years Bachelor's Degree
Apply for this Position Position Overview
You will take the cases nobody else could close — intermittent faults, cross-system integration failures, and incidents where the symptom and the cause sit in different products. You will also set how diagnosis is done here: the tooling, the runbooks, and the standard other specialists are held to.
Key Responsibilities
- Lead diagnosis on the most complex and highest-impact technical issues, including live incidents.
- Trace faults across service boundaries — messaging, API integrations, database, and infrastructure.
- Decide when an issue is a product defect and write the engineering-ready analysis that goes with it.
- Run post-incident root-cause reviews and drive the corrective actions to completion.
- Design the diagnostic tooling, queries, and log and metric views the team works from.
- Review escalations raised by junior and mid-level specialists before they reach engineering.
- Mentor specialists on diagnosis technique, evidence discipline, and customer communication.
- Advise engineering on supportability — logging, error handling, and diagnostics — before a release ships.
Skills & Qualifications
- 5-7 years in technical or application support, including ownership of major incidents.
- Deep diagnostic ability across .NET applications, relational databases, and API integrations.
- Advanced SQL and comfort analysing query performance on production-scale data.
- Experience with distributed systems — message queues, asynchronous flows, and the failure modes they create.
- Fluent with observability tooling: structured logs, metrics, and distributed traces.
- A record of writing root-cause analyses that changed how a product was built.
- Able to hold a difficult technical conversation with a senior customer stakeholder.
Nice to Have
- Experience with custody, payments, or card systems where correctness is non-negotiable.
- Kubernetes troubleshooting in production.
- A software engineering background before moving into support.
- Experience defining supportability requirements with a product team.
What You'll Gain
- Competitive salary.
- Hybrid working — a mix of office and remote days, with time on customer sites where the work needs it.
- Annual learning budget for books, courses, and conferences.
- Top-tier hardware and software tooling.
- Private health insurance and flexible time off.
Apply for this Position
Send your CV and a short cover letter. We'll reply by email.
Apply for this Position