Senior Application Support Engineer – SPE

Provide advanced technical support for suite of products, acting as the escalation point for L2 support and customer queries.

Troubleshoot, diagnose, and resolve incidents related to application functionality, integrations, performance, and security.

Collaborate with development teams (frontend, backend, full stack) to analyse root causes, reproduce issues, and deliver timely fixes or workarounds.

Monitor application health, logs, and alerts using tools such as AWS CloudWatch, Winston, or similar.

Maintain and update knowledge base articles, FAQs, and runbooks for recurring issues and resolutions.

Support deployment activities, including post-release validation and rollback procedures.

Participate in incident management, including RCA (Root Cause Analysis), documentation, and communication with stakeholders.

Ensure compliance with internal standards and external regulations (e.g., GDPR, HIPAA, as relevant).

Contribute to continuous improvement of support processes.

Collaborate cross-functionally with product, QA, and engineering teams to drive product quality and customer satisfaction.

Take responsibility for authoring technical documents, including design documents, runbooks, troubleshooting guides, and other relevant documentation to support operations and knowledge sharing.

Demonstrate strong analytical and problem-solving skills, with hands-on experience in debugging web applications (frontend and backend).

Utilise monitoring, logging, and alerting tools (e.g., AWS CloudWatch, Winston, Datadog, ELK).

Work effectively with ticketing systems (e.g., Jira, ServiceNow) and incident management workflows.

Apply good understanding of RESTful APIs, databases (PostgreSQL, Redis), and cloud platforms (AWS, Azure, GCP).

Support CI/CD pipelines and deployment processes.

Use basic scripting skills (e.g., Bash, Python, JavaScript) for automation and troubleshooting.

Communicate and collaborate effectively across teams.

4–6 years’ experience in application support, technical troubleshooting, or software engineering.

Experience supporting products in regulated industries (Life Sciences, Healthcare, etc.).

Familiarity with frontend frameworks (React, Material-UI) and backend technologies (Node.js, Express.js).

Knowledge of security best practices and compliance requirements.

Exposure to Agile methodologies and SDLC.

Experience with knowledge base management and documentation.

Interest in continuous learning and process improvement.

Bachelor’s degree in computer science, Engineering, or related field (or equivalent practical experience).

Availability to work flexible work hours is/may be required . This team will support continuous operations across two shifts and therefore, this role will require non-standard work hours, and some work on weekends and holidays . Appropriate adjustments in benefits will be provided for employees working non-standard hours where applicable

Candidates should be willing to work on different shifts - 6AM to 2PM or 2PM to 11PM

Lilly is dedicated to helping individuals with disabilities to actively engage in the workforce, ensuring equal opportunities when vying for positions. If you require accommodation to submit a resume for a position at Lilly, please complete the accommodation request form ( https://careers.lilly.com/us/en/workplace-accommodation ) for further assistance. Please note this is for individuals to request an accommodation as part of the application process and any other correspondence will not receive a response.

Lilly does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status.