Lead Support Engineer - Automation

Requirements:

• 5+ years of experience in Application Support, Production Support, L2 Support, Site Reliability Engineering, or similar roles.
• Strong scripting or programming skills using Python, Java, Shell, or comparable technologies.
• Experience building, maintaining, or enhancing automation frameworks and operational tooling.
• Hands-on experience working with REST APIs, integration-based systems, and batch processing environments.
• Experience using monitoring, observability, and alerting tools to support high-availability systems.
• Strong troubleshooting, communication, and documentation skills, with the ability to work effectively across technical and business teams.

Nice to Haves:

• Experience supporting contact center technologies such as Genesys Cloud, IVR systems, ACD routing, call flows, or workforce management integrations is highly desirable.
• Exposure to AI-powered tools, cloud platforms (AWS, GCP, Azure), CI/CD practices, DevOps methodologies, databases, and performance analysis is a plus.

What you'll be doing:

• Provide advanced L2 support for customer-facing and internal business-critical applications, ensuring reliable platform operations and SLA compliance.
• Investigate, troubleshoot, and resolve complex issues across distributed systems, integrations, APIs, and batch processing environments.
• Conduct root cause analysis and implement permanent corrective actions to reduce recurring incidents and improve platform stability.
• Design and deliver automation solutions that reduce manual effort, improve operational efficiency, and decrease mean time to resolution (MTTR).
• Develop and maintain tools, scripts, and workflows for monitoring, alerting, log analysis, and self-healing capabilities.
• Support and enhance contact center platforms and integrations, including call routing, IVR, and workforce management-related services.
• Collaborate with cross-functional teams during releases, incidents, and continuous improvement initiatives to strengthen system reliability and operational effectiveness.

Perks and Benefits:

• Participation in an on-call rotation is required.
• This role is well suited to someone who values automation, continuous improvement, and building resilient, self-healing systems within complex, high-scale environments.