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Support Engineer

  • On-site
    • Colombo, Western Province, Sri Lanka
  • Site Reliability Engineering

Job description

The Support Engineer will be responsible for providing technical and functional support across applications, systems, and services. This role involves troubleshooting incidents, ensuring system availability, and collaborating with cross-functional teams to deliver timely resolutions. The Support Engineer will also contribute to knowledge sharing, user training, and on-call support to maintain 24/7 service reliability on roster basis.

  • Provide technical and functional support for applications, systems, and services.

  • Troubleshoot and resolve incidents within defined SLAs (Service Level Agreements).

  • Monitor system health, performance, and availability.

  • Collaborate with development, infrastructure, and operations teams to identify and resolve root causes.

  • Document issues, resolutions, and known errors in the knowledge base.

  • Deliver end-user support and training where necessary.

  • Escalate unresolved issues to higher-level teams and follow up until closure.

  • Provide on-call support as part of a rotational schedule, including nights, weekends, and public holidays.”

Job requirements

  1. Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent professional experience.

  2. Minimum of 1–2 years of proven work experience in a technical support, application support, or similar IT role.

  3. Strong knowledge of IT systems, applications, and troubleshooting methodologies.

  4. Proficiency with ticketing systems (e.g., Jira).

  5. Solid understanding of databases (SQL, Oracle, PostgreSQL, MongoDB) with ability to write basic queries.

  6. Working knowledge of Linux and Windows operating environments.

  7. Familiarity with APM (Application Performance Monitoring), DPA (Database Performance Analyzer), and Postman tools.

  8. Excellent communication, analytical, and problem-solving skills.

  9. Ability to perform effectively under pressure while managing multiple priorities.

  10. Willingness and flexibility to work in rotational shifts, including nights, weekends, and public holidays.

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