Technical Support Engineer

Senior Technical Support Engineer to lead Level 2 application support for our digital guest-facing and operational web and mobile platforms. This is a hands-on technical leadership role, sitting at the intersection of engineering, DevOps, and customer experience—ensuring our digital channels deliver the reliability and performance our guests expect. You will serve as the primary escalation point for complex application incidents, leading a team of L2 technicians while collaborating closely with development, QA, and DevOps teams to drive resolution, root cause analysis, and continuous improvement across our web and mobile estate.

Key Responsibilities Act as the primary escalation contact for Level 2 support tickets, troubleshooting, and resolving complex issues in web (e.g., frontend/backend frameworks like React and Node.js) and mobile applications (e.g., iOS/Android using Swift, Kotlin, or cross-platform tools like Flutter/React Native). Lead and mentor a team of L2 support technicians, providing technical guidance, conducting knowledge-sharing sessions, and ensuring adherence to best practices in incident management. Perform in-depth root cause analysis (RCA) for recurring issues, utilizing tools such as debugging software and log analyzers (e.g., Dynatrace). Collaborate with development, QA, and DevOps teams to reproduce issues, recommend code fixes, and contribute to application improvements, including CI/CD pipelines and automated testing. Monitor application health using APM tools (e.g., New Relic, Dynatrace, Quantum Metric) and proactively identify potential bottlenecks in web APIs or mobile app integrations. Develop and maintain support documentation, including troubleshooting guides, knowledge base articles, and automated scripts (e.g., Python, Bash, or PowerShell). Handle on-call rotations for critical incidents, ensuring SLAs are met and minimizing downtime in production environments. Analyze user feedback and metrics to drive continuous improvement in support processes and application stability. Stay updated with emerging technologies in web/mobile development and support methodologies.

Required Qualifications & Experience Bachelor's degree in computer science, information technology, or a related field (or equivalent experience). At least 5 years of hands-on experience in technical support roles, with a focus on troubleshooting web and mobile applications in production environments. Proven expertise in web technologies (e.g., HTML/CSS/JavaScript, RESTful APIs, cloud services like Azure/AWS) and mobile platforms (e.g., native iOS/Android development, app deployment via App Store/Google Play). Strong debugging skills, including experience with version control (Git), issue tracking (Jira), and monitoring tools. Familiarity with security best practices, such as handling vulnerabilities (OWASP), authentication protocols (OAuth, JWT), and data privacy regulations (GDPR/CCPA). Excellent problem-solving abilities, with a track record of resolving escalated issues under pressure. Leadership experience, including team mentoring and process optimization. Strong communication skills for interacting with technical and non-technical stakeholders.