Senior Lead Application Support Engineer

We are seeking a seasoned Technical Lead with over 10 years of industry experience to serve as the ultimate technical authority within our Application Support department. You will be responsible for the stability of Enactor’s mission-critical retail applications. This is a high-impact role requiring a rare blend of Java development expertise, Database performance engineering, and Technical Leadership.

You will not only resolve the most complex issues but also validate technical solutions, perform code reviews, and provide accurate estimations to ensure our support operations are both predictable and high-quality.

Leadership & Strategic Responsibilities

• Technical Governance: Review proposed technical solutions for bugs and enhancements, providing optimized alternatives to ensure long-term system stability.
• Estimation & Validation: Provide high-accuracy effort estimations for complex bug fixes and validate estimations provided by other team members or external partners.
• Code Review: Perform rigorous code reviews for support-led hotfixes, ensuring they meet Enactor’s standards for performance and security.
• Mentorship & Escalation: Serve as the final escalation point for the support team. You will lead the technical development of junior and mid-level engineers through hands-on guidance.
• Process Authority: Refine and oversee Change, Incident, and Problem Management (ITIL) to ensure we meet or exceed our SLA/SLO commitments.

Technical Skills — Expert Level Required

• Java Performance Engineering: Extensive experience in Java programming. You must be able to troubleshoot at the code level, analyze heap dumps, and resolve thread-safety or memory issues.
• Advanced Database Troubleshooting:
  • MySQL: Expert knowledge of performance tuning, query optimization, and resolving complex locking/deadlock issues.
  • MSSQL: Deep proficiency in diagnosing performance bottlenecks for clients hosted on Microsoft stacks.
• Container Orchestration: Expert-level experience managing and troubleshooting Docker Swarm environments.
• Observability: Advanced skills in configuring and utilizing Zabbix, Prometheus, and Grafana for proactive system monitoring will be an added advantage
• Scripting & Automation: Mastery of Linux Shell, Windows PowerShell, or Python to automate repetitive support tasks and recovery procedures.

Experience & Qualifications

• Industry Tenure: 10+ years of professional experience in software support or engineering.
• Leadership Tenure: Minimum of 5 years in a Senior Lead or Technical Lead capacity.
• Product Experience: Previous experience in Product-based application support is a significant advantage, particularly in the Retail Back-Office or POS domain.
• Academic: Bachelor’s degree in Computer Science or a related engineering field.
• Communication: Exceptional ability to communicate technical risks and solutions to both developers and C-level stakeholders.