This role is responsible for supporting and maintaining a production system used by enterprise clients. It involves a mix of technical troubleshooting, client communication, and system analysis across cloud-based services and application layers.The role requires strong ownership and will be responsible for investigating and resolving issues end-to-end before escalation. What you'll do: Incident Management & Technical SupportAct as the first point of contact for technical issues affecting clients and end-users Investigate incidents end-to-end, including log analysis, metric inspection, and issue reproduction Troubleshoot issues across APIs, authentication flows, backend services, and frontendapplications Work with AWS services (Lambda, API Gateway, CloudWatch, DynamoDB) to diagnose production issues Escalate issues with clear findings, supporting logs, and root cause hypotheses Service Desk & SLA ManagementManage and prioritise support tickets using Jira Service Management Ensure incidents are resolved within SLA timelines Communicate regularly with clients regarding progress, delays, and resolutions Maintain accurate ticket updates and documentation Testing & Release SupportPerform regression testing and assist with user acceptance testing (UAT) Validate bug fixes and support releases into production Reproduce reported issues to assist development teams Client Communication & ReportingDocument clear, client-facing incident and root cause reports Translate technical issues into understandable explanations for non-technical users Provide support documentation and assist with client training where required Process ImprovementIdentify recurring issues and escalate for permanent fixes Suggest improvements to support workflows and system reliability Contribute to internal knowledge sharing and documentation Your Expertise: Experience working in a technical support or production support environment Familiarity with Jira Service Management or similar tools Basic understanding of AWS or cloud-based systems Ability to read and understand Python code for debugging Familiarity with REST APIs, HTTP responses, and debugging tools Exposure to frontend technologies such as Angular is beneficial Experience analysing logs and troubleshooting production issues Experience writing and analysing SQL queries Experience with AWS services (Lambda, API Gateway, DynamoDB, CloudWatch, S3) Exposure to serverless architectures Experience with C# / .NET Familiarity with structured incident management practices (e.g. ITIL) Qualifications: Degree in Computer Science, Information Systems, or equivalent experience Core Competencies Strong problem-solving and investigation skills Ability to work under pressure and manage multiple incidents Attention to detail when analysing logs and system behaviour Good judgement on when to escalate issues Basic understanding of system performance and reliability concepts Personal Attributes Takes ownership of issues from start to resolution Communicates clearly and professionally with clients Patient and composed when dealing with users under pressure Organised and able to manage workload independently Willing to learn and adapt in a fast-changing environment