Role Overview

This role provides 2nd line application support ownership for the organisation’s eCommerce platforms and legacy systems, combined with meaningful hands-on software development. The successful candidate will serve as a key bridge between support and engineering teams, ensuring rapid incident resolution while driving root-cause fixes, system enhancements, and long-term stability.

The role is primarily focused on support (60–70%), including incident ownership and problem management, with a secondary focus (30–40%) on development, bug fixing, and platform modernisation.

This position is ideal for a technically strong engineer who is comfortable working in live production environments and takes ownership of issues end-to-end.

Key Responsibilities

1. Application Support (Primary – 60–70%)

• Deliver 2nd line technical support for eCommerce platforms and legacy applications, resolving complex issues escalated from 1st line teams
• Investigate and diagnose incidents using logs, SQL queries, API debugging tools, monitoring platforms, and code analysis
• Take ownership of high-priority incidents and problem records from initial triage through to resolution and prevention
• Collaborate with 1st line support, IT operations, and business stakeholders to prioritise and communicate effectively
• Manage incidents, service requests, and changes via JIRA (or equivalent) with accurate documentation and audit trails
• Conduct root cause analysis (RCA) and implement permanent fixes to reduce recurrence
• Maintain system configurations, data integrity, and environment stability in line with change control processes
• Ensure adherence to Service Level Agreements (SLAs) for response and resolution times

2. Software Development & Enhancement (Secondary – 30–40%)

• Develop, maintain, and enhance features across web, API, and backend systems using .NET/C#, frontend frameworks, and legacy codebases
• Implement bug fixes and improvements identified through support activities
• Troubleshoot and resolve issues across the full technology stack (frontend, APIs, databases)
• Participate in code reviews and uphold coding standards and best practices
• Work with internal and third-party APIs and integrations (e.g., Microsoft, Adobe, payment providers)
• Support CI/CD pipelines, deployments, and DevOps practices
• Contribute to platform modernisation initiatives, including microservices, cloud migration, containerisation, and automation

3. Continuous Improvement

• Identify recurring issues and drive long-term solutions through code fixes, automation, or process improvements
• Enhance monitoring, alerting, observability, and runbooks to reduce mean time to resolution (MTTR)
• Contribute to knowledge sharing, maintaining documentation, troubleshooting guides, and internal wikis
• Challenge inefficient processes, system behaviours, or business logic and recommend improvements

Essential Skills & Experience

Technical Skills

• Strong expertise in debugging and troubleshooting web-based applications and distributed systems
• Proficiency in .NET / C# and RESTful API development
• Solid experience with SQL and relational databases (querying, performance, troubleshooting)
• Working knowledge of frontend technologies: React, JavaScript/TypeScript, HTML, CSS
• Experience using API testing/debugging tools (e.g., Postman, Swagger)
• Familiarity with version control (Git) and CI/CD pipelines
• Understanding of application architecture and integrations

Support & Analytical Skills

• Proven experience in 2nd line application support, ideally within eCommerce or high-transaction environments
• Strong problem-solving and root cause analysis capability
• Experience working within SLA-driven support environments
• Familiarity with ticketing systems (e.g., JIRA, Freshdesk)