[Hiring] Engineer 2 - MyWP Support @Numerator

Role Description

The 2nd Line Application Support Engineer is a key member of the Central Support Team, responsible for delivering high-quality technical support across a broad range of bespoke services and applications used throughout Worldpanel by Numerator.

• Shift based 2nd Line Support Engineer, primarily providing application support at a 1st and 2nd line level across a variety of services and applications.
• The shift will be based on a 28-day rotating Pitman model:
• 28-day rotating Pitman which is 2 on, 2 off, 3 on 2 off, 2 on 3 off.
• Example:
  • Week 1 (days): Work Mon-Tue, off Wed-Thu, work Fri-Sat-Sun.
  • Week 2 (days): Off Mon-Tue, work Wed-Thu, off Fri-Sat-Sun.
  • Week 3 (nights): Work Mon-Tue, off Wed-Thu, work Fri-Sat-Sun.
  • Week 4 (nights): Off Mon-Tue, work Wed-Thu, off Fri-Sat-Sun.
• Days = 11:00 AM – 11:00 PM GMT = 4:30 PM – 4:30 AM IST
• Nights = 11:00 PM – 11:00 AM GMT = 4:30 AM – 4:30 PM IST

Qualifications

• 2-5 years in Application Support / Systems Engineering / SRE
• Certifications in Linux, WebSphere, or database management would be an added advantage.
• Experience in cloud platforms (AWS, Azure, or Google Cloud)
• ITIL experience (Incident, Problem, Change) desirable; formal certification is a plus.

Requirements

• Core Technical Skills:
• Operating Systems:
  • Strong knowledge of Windows Server and Windows OS
  • Basic–intermediate Linux skills
• Application Troubleshooting:
  • Understanding of application architectures (web apps, client/server, APIs)
  • Ability to diagnose issues using:
    • Event logs
    • Application logs
    • Monitoring tools
    • SQL queries
    • REST/API calls
• Databases:
  • SQL proficiency, often including:
    • Writing SELECT queries
    • Joining tables
    • Tracing application issues to data problems
  • Familiarity with databases such as SQL Server, Oracle, MySQL, or PostgreSQL
• Networking Basics:
  • DNS, DHCP, TCP/IP
  • Understanding how applications communicate across networks
  • Proxy/firewall impact on applications
• Scripting / Automation (not required, but highly valued):
  • PowerShell
  • Bash
  • Python
  • Basic automation of repetitive tasks
• Debugging Tools:
  • Postman or similar for API testing
  • Fiddler/Wireshark for traffic analysis
  • Browser dev tools for web application issues
• Soft Skills:
• Analytical & Problem-Solving Skills:
  • Ability to investigate complex technical issues and break them down logically.
• Communication:
  • Explaining technical issues clearly to non-technical users
  • Producing good documentation and clear incident notes
  • Strong English verbal and written language skills as will be interacting with global teams.
• Customer Service Orientation:
  • User empathy and professionalism
  • Managing expectations around SLAs and timelines
• Teamwork:
  • Working with other teams to help them escalate effectively
  • Collaborating with Dev, QA, Infrastructure teams or other SMEs for deeper issues

Benefits

• Integrated way of rewarding our people based around a simple, clear and consistent set of principles.
• Market competitive pay for performance culture.
• Opportunities linked to what you deliver.
• Supportive working environment for mental health and well-being.
• Focus on creating a diverse community to expand our talent pool.