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Tier-1 employer, mid-level generalist support/devops role and metro setting create high applicant competition.
Preference for life‑sciences/healthcare regulated-industry experience limits cross-industry transferability.
Explicit 4–6 years requirement, regulated-industry experience and specific cloud/monitoring tooling increase shortlisting rigidity.
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Provide advanced technical support and act as the escalation point for L2 support and customer queries for a suite of software products.
Troubleshoot and resolve incidents related to application functionality, integrations, performance, and security, collaborating with development and cross-functional teams to deliver timely fixes.
Participate in monitoring, deployment support, incident management (including RCA), documentation, and continuous improvement of support processes aligned with compliance requirements.
4–6 years’ experience in application support, technical troubleshooting, or software engineering.
Bachelor’s degree in computer science, Engineering, or related field (or equivalent practical experience).
Experience supporting products in regulated industries such as Life Sciences or Healthcare.
Willingness to work flexible and non-standard shifts (6AM-2PM or 2PM-11PM), including weekends and holidays.
Experience working with cross-functional teams in regulated industry software environments emphasizing compliance (e.g., GDPR, HIPAA).
Hands-on skills in debugging full stack web applications and use of monitoring/logging tools like AWS CloudWatch and ELK stack.
Comfortable handling escalation-level support tasks and contributing to process improvement and knowledge management within Software Product Engineering operations.