Lead Engineer - Platform and Application Support

Role overview

Responsibilities

• Set production diagnosis, support case, observability, runbook, and recovery standards; mentor engineers and review investigations and operational changes.
• Own escalated cases through verified resolution and keep users and customers informed of impact, next steps, workarounds, and progress.
• Lead major incident investigation and recovery with Product Engineering, Application Support, Azure Cloud, NetSecOps, Quality Engineering, and Information Security.
• Diagnose failures across code, APIs, authentication, queues, databases, containers, integrations, and runtime dependencies using technical evidence.
• Trace code execution and prepare evidence-based engineering escalations with reproduction steps, environment and version details, identifiers, and impact.
• Define service level indicators and reliability objectives; improve dashboards and alerting for customer journeys, availability, latency, and processing success.
• Build maintainable automation and diagnostic tooling with version control, testing, and controlled deployment.
• Drive release readiness through dependency documentation, health checks, handover, staged rollout, regression checks, and tested rollback procedures.
• Coordinate capacity, performance, dependency-failure, and resilience testing; verify recovery outcomes.
• Lead root-cause reviews, complete corrective actions, and prioritize improvements based on support and incident trends.
• Protect customer data with approved access, sanitized diagnostics, secure tools, controlled corrections, runbooks, and audit evidence.
• Track service commitments, resolution quality, recovery, customer experience, and operational effort; advise service owners on risks and improvements.

Required qualifications

• Substantial production application support or reliability engineering experience with software products, including complex incidents and customer-facing technical investigations.
• Technical leadership experience setting standards, guiding incident recovery, mentoring engineers, and improving reliability or support quality.
• Ability to debug application source code in a relevant language such as Python, Java, C#, Go, or JavaScript/TypeScript.
• Ability to build automation and diagnostic tools, use Git, review changes, and test before production use.
• Strong debugging across SQL, HTTP, REST APIs, authentication, integrations, logs, stack traces, and browser diagnostics; disciplined production-data handling.
• Practical observability, distributed tracing, alerting, and service health experience; working knowledge of Linux, containers, cloud services, databases, and networking.
• Experience with CI/CD, production change validation, incident and problem management, service commitments, and recovery procedures.
• Clear communication with technical and non-technical stakeholders, including incident updates, evidence-based escalation, and follow-through.
• Participation in agreed production support coverage, on-call or escalation rotas, maintenance, and recovery exercises is required.

Preferred experience

• Azure, Kubernetes or OpenShift, infrastructure as code, and open observability tooling are nice to have.
• Service level objectives, error-budget practices, load testing, or resilience exercises are nice to have.
• Exposure to AI inference or data-processing platforms and application, data, model-service, queue, or capacity issues is nice to have.

About Inception42

Production support

• The role participates in agreed production support coverage, on-call or escalation rotas, maintenance, and recovery exercises according to service commitments.

What the company offers

• The company describes an open and inclusive environment, learning and development opportunities, and a competitive remuneration package with healthcare, education support, and leave benefits.