Support Engineer

About the Role
We are seeking an experienced Support Engineer to join our FILLIP development team on a contractor basis. This hybrid role bridges user support and development, serving as the technical escalation point for complex user issues while maintaining and improving our test infrastructure. You will perform deep technical troubleshooting, analyze logs across our cloud infrastructure, implement and execute test strategies, and drive bug fixes. When support workload permits, you'll contribute to testing automation and software quality initiatives. This role is ideal for a hands-on engineer who thrives in both reactive problem-solving and proactive quality improvement.
Key Responsibilities

• Technical Support & User Engagement: Serve as the primary escalation point for complex, technically challenging user issues that exceed standard Product Management support capabilities; work directly with users to understand problems, communicate findings, and guide them through resolutions
• Log Analysis & Debugging: Perform detailed analysis using Splunk and CloudWatch to diagnose issues, identify root causes, and trace system behavior
• Bug Fixes & Implementation: Implement bug fixes and minor code changes based on findings from user reports, log analysis, and testing
• Test Strategy & Automation: Design, implement, and maintain comprehensive automated testing strategies, including unit tests, integration tests, and end-to-end testing
• Testing Execution: Execute manual and automated testing to validate fixes, identify regressions, and ensure system reliability
• Documentation & Communication: Document issues, resolutions, and test results; communicate findings clearly to both technical and non-technical stakeholders
• Proactive Quality Improvements: When support workload permits, identify opportunities to improve test coverage, automate repetitive testing tasks, and reduce technical debt

Required Qualifications

• 5+ years of software development experience, with demonstrated expertise in Python
• Strong proficiency in PostgreSQL and relational database concepts
• Solid understanding of AWS ecosystem (EC2, ECS, S3, RDS, Aurora, Lambda)
• Hands-on experience with application logging and log analysis tools (Splunk and CloudWatch)
• Demonstrated experience designing and implementing test strategies and automated testing frameworks
• Strong problem-solving skills and ability to investigate complex technical issues methodically
• Excellent written and verbal communication skills
• Ability to work autonomously and adapt to shifting priorities between support and development work

Preferred Qualifications

• AWS Bedrock experience (strongly preferred)
• Experience with Python testing frameworks (pytest, unittest, etc.)
• Familiarity with CI/CD pipelines and automated testing integration
• Experience with VueJS or other modern frontend frameworks
• Background in financial services, regulatory technology, or government sectors

Technical Skills

• Backend: Python
• Databases: PostgreSQL (required), basic relational database design
• Cloud: AWS proficiency across EC2, ECS, S3, RDS, Aurora, Lambda
• Logging & Monitoring: Splunk, CloudWatch
• Testing: Test automation frameworks, test design methodologies, CI/CD integration
• Frontend (Optional): VueJS or similar frameworks

Soft Skills and Attributes

• Problem-Solving: Methodical approach to troubleshooting and root cause analysis
• Communication: Clear documentation and explanation of complex technical issues to both technical and non-technical audiences
• Patience and Empathy: Demonstrates patience and understanding when addressing technical issues with users who may have minimal technical experience or expertise
• Ownership: Takes responsibility for issues through resolution
• Adaptability: Comfortable switching between reactive support and proactive development work
• Curiosity: Drives investigation into underlying system behavior and architectural patterns

Work Environment

• Contractor role (12-month initial term, renewable based on project needs)
• Reports to Engineering Manager
• Works closely with Product Management team on user escalations
• Flexible schedule with potential for asynchronous work on logging and analysis
• Access to development and staging environments

Final Thoughts
This role is ideal for an engineer who enjoys detective work. This involves digging into logs, understanding system behavior, and solving production problems while also taking pride in improving overall system quality through testing and automation. You'll have direct impact on user experience and product reliability while maintaining and expanding your hands-on development skills. Success in this role requires both technical depth and genuine empathy for users navigating new generative AI technology.

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