Lead Engineer - Platform and Application Support

Role overview

Responsibilities

• Set production diagnosis, support quality, observability, runbook, and recovery standards; mentor engineers and review investigations.
• Own escalated customer cases through verified resolution and communicate impact, next steps, and progress.
• Lead major incident investigation and recovery across engineering, support, cloud, security, and quality teams.
• Diagnose failures across application code, APIs, authentication, queues, databases, containers, integrations, and runtime dependencies.
• Read source code and provide actionable engineering escalations with evidence and reproduction details.
• Define reliability measures and improve dashboards and alerts for customer journeys, availability, latency, and processing success.
• Build tested automation, diagnostic tools, and reliability improvements; drive release readiness, handover, rollout, rollback, and recovery procedures.
• Coordinate capacity, performance, dependency-failure, and resilience testing; lead root-cause reviews and track corrective actions.
• Protect customer data and maintain runbooks, knowledge articles, and audit evidence.
• Track service and recovery performance and communicate risks and improvement recommendations.

What we're looking for

• Substantial production application support or reliability engineering experience, including complex incidents and customer-facing investigations.
• Technical leadership experience setting standards, guiding incident recovery, mentoring engineers, and delivering measurable improvements.
• Ability to debug application code in a relevant language such as Python, Java, C#, Go, or JavaScript/TypeScript.
• Ability to build maintainable 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.
• Practical observability, tracing, alerting, and service health experience; working knowledge of Linux, containers, cloud, databases, and networking.
• Experience with CI/CD, change validation, incident and problem management, service commitments, and recovery procedures.
• Clear communication, evidence-based escalation, and sound judgment with production data, access controls, and operational risk.

Preferred experience

• Azure, Kubernetes or OpenShift, infrastructure as code, and open observability tooling are nice to have.
• Service level objectives, error budgets, load testing, or resilience exercises are nice to have.
• AI inference or data-processing platform experience is nice to have.

Production support

• Participation in agreed production support coverage, on-call or escalation rotas, maintenance, and recovery exercises is required according to service commitments.

What the company offers

• The company describes an open, diverse environment, structured training, learning and growth opportunities, and high-tech projects.
• A competitive remuneration package with healthcare, education support, leave benefits, and other perks is described.