Senior Support Engineer

Ciklum • Canada,

13d • Onsite

About The Position

As a Senior Support Engineer, become a part of a cross-functional development team, engineering experiences of tomorrow. This role involves production support and reliability, collaboration and communication, operational reporting and continuous improvement, and system analysis and investigation.

Requirements

• 3–5+ years of experience in application or production support within financial services or enterprise environments
• Strong experience in log analysis, system monitoring, and troubleshooting production issues
• Proficient in writing and executing complex data queries for transaction validation and issue investigation
• Hands-on experience with monitoring and service management tools such as Datadog and Freshservice
• Working knowledge of Microsoft Azure environments, including reviewing application components, supporting development escalations, and assisting in issue analysis and documentation

Nice To Haves

• Exposure to financial systems or digital onboarding platforms
• Basic scripting knowledge for automation and operational efficiency improvements
• Experience working in Agile or structured service management environments

Responsibilities

• Proven experience supporting live production environments with structured, SLA-driven case management processes
• Work on cases created by Client Services Agents through the official ticketing system, ensuring each case is acknowledged, investigated, and responded to in a timely manner
• Ability to prioritize incidents based on business impact and urgency to ensure minimal disruption to operations
• Perform detailed root cause analysis and document technical findings clearly within the case management system
• Coordinate with engineering and product teams to ensure proper resolution and follow-up of escalated issues
• Experience working closely with Client Services Agents to understand and resolve customer-reported issues
• Recognized as a key point of contact between support, engineering, and product teams
• Strong communication skills to translate technical findings into clear updates for stakeholders
• Ability to support cross-functional collaboration and knowledge sharing
• Experience generating and analyzing monthly operational reports, including login statistics, case volumes, and case categorization trends
• Ability to use operational data insights to support data-driven decision-making and service improvements
• Commitment to continuous learning and upskilling in tools and platforms to enhance system observability and workflow efficiency
• Strong ability to analyze complex system behaviors and identify root causes of production incidents
• Experience validating financial transactions and identifying data discrepancies across systems
• Ability to interpret system logs, error traces, and integration flows to diagnose issues accurately
• Strong analytical skills to identify trends in case volumes, login metrics, and operational performance

Benefits

• Healthcare
• Basic Life Insurance
• Short and Long-term disability insurance according to the Company’s Benefit Plans
• Internal events (meetups, conferences, workshops)
• Udemy access
• Language courses
• Company-paid certifications

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed