Senior L2/L3 Support Engineer

Project description

You'll join the TDI Engineering Platforms and Practice group as a Support Software Engineer. The group defines, builds and enforces software delivery standards across the organisation. You'll work alongside an established team of engineers in the US, UK and India to build tooling that helps hundreds of application teams (our customers) automate and control how they release software to production.

Responsibilities

Serve as the primary support engineer for the US time zone

Work with customers to troubleshoot, investigate and diagnose technical issues with our tooling

Drive adoption of our tooling by acting as the subject matter expert on its capabilities and supporting the onboarding of new application teams

Build a thorough understanding of how teams use our tools, and pass new requirements and feature requests to the core engineering squads

Organise and manage the support rota, ticketing system and triage process for inbound queries so that every query gets a response

Maintain and improve documentation so customers can resolve more issues on their own

Champion features and enhancements that improve how customers onboard to and use our tools

Take a data-driven approach, using telemetry tooling to see how customers use our product and where it can be improved

Skills

Must have

Excellent customer service skills, with the ability to respond quickly to queries and prioritise them by their impact on the organisation

Technical curiosity and the ability to debug and diagnose tooling failures

Programming experience, with the ability to understand how our tools are built so you can answer customer queries and support customers effectively; backend engineering experience with TypeScript or JavaScript on Node.js is preferred but not essential.

Site reliability engineering (SRE) experience, including observability, incident response, root cause analysis and setting service level objectives (SLOs)

CI/CD: hands-on experience supporting continuous integration and delivery pipelines with tools such as GitHub Actions, TeamCity or Jenkins, including reusable workflows, pipeline security and automated quality gates

Infrastructure: practical experience deploying and running applications on Google Cloud Platform, including containerising services with Docker, orchestrating workloads with Kubernetes and managing releases with Helm charts

Build tooling: familiarity with build and dependency management tools such as Maven, Gradle and npm, including configuring builds, managing dependencies and producing versioned artefacts

Regulated environments: experience building software in a regulated industry, such as financial services, with an understanding of the controls, audit and compliance requirements that apply to software delivery

Nice to have

n/a

Other

Languages

English: C1 Advanced

Seniority

Senior

Jacksonville, United States of America

Req.

[[JD_HEADING:VR-125565

Technical]]

Support (SL3)

BCM Industry

10/11/2026

Req. VR-125565