Senior Support Engineer

Insighture is a leading technology consultancy firm that drives digital transformation for businesses worldwide. With over 85 expert consultants, we have tailored high-impact strategies and solutions, enabling scalable product engineering. As an AWS partner, Insighture excels in co-integrated cloud services & has collaborated with more than 50 clients globally, guiding them through cloud adoption, DevOps transformation, enterprise modernisation, and more.

The team’s expertise spans Cloud-Native Development, Solutions Architecture, UI/UX, Quality Engineering, Data Engineering, AI/ML, and DevSecOps. These capabilities empower businesses to achieve impactful and innovative outcomes.

In 2024, Insighture achieved ISO 27001:2022 certification and was recognised as a Great Place to Work, earning three prestigious awards: Best Workplace in Sri Lanka, Best Workplace for Technology, and Best Workplace for Young People. Insighture's technology and expertise are embedded in the work of internationally recognised care providers, global freight operations, child protection systems, and health tech platforms across Australia, the UK, and Singapore.

Responsibilities

• Own the triage, investigation, and resolution of L2/L3 support tickets.
• Act as the technical escalation point for the support team, guiding junior engineers through complex issues.
• Lead incident response for high-severity (P1/P2) events, including stakeholder communication, workarounds, and post-incident reviews (RCA).
• Monitor and manage tickets against defined SLAs (response and resolution targets), proactively flagging at-risk items before breach.
• Understand SLA tiers across clients and prioritise workload according to contractual commitments and business impact not just ticket age.
• Contribute to SLA reporting: breach analysis, trend identification, and recommendations to improve service performance.
• Participate in service review meetings with clients, presenting performance metrics and improvement plans.
• Assess incidents through a business lens revenue impact, affected user count, regulatory exposure, client relationship sensitivity and prioritise accordingly
• Push back constructively when severity classifications don't match actual business impact, in either direction.
• Coordinate with account/delivery teams to understand client context, upcoming go-lives, and business-critical periods (e.g., end-of-month processing, peak trading windows).
• Identify recurring issues and drive problem management: root cause elimination over repeated firefighting.
• Build and maintain runbooks, knowledge base articles, and diagnostic tooling to reduce mean time to resolution.
• Recommend monitoring, alerting, and automation improvements to shift the team from reactive to proactive support.

Requirements

• 5+ years in application/production support, with at least 2 years at a senior or escalation level.
• Strong working knowledge of SLA frameworks response/resolution targets, priority matrices, breach management, and service credits.
• Demonstrated ability to prioritise based on business impact and client commitments, not just technical severity.
• Solid troubleshooting skills across web applications, APIs, databases (SQL proficiency essential) and cloud environments (AWS or Azure).
• Experience with necessary tooling (Jira or similar) and incident management processes.
• Comfortable reading logs, tracing issues across distributed systems, and using monitoring/observability tools (e.g., CloudWatch, Grafana).
• Excellent written and verbal communication able to explain technical issues to non-technical stakeholders and keep clients calm and informed during incidents
• Experience writing RCAs and running post-incident reviews.
• experience & knowledge on AI tools to accelerate work would be an added advantage.