Senior Support Engineer

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Alex Solutions is seeking an experienced Senior Support Engineer to join our dynamic, fully remote team. This position is based in the APAC region and operates predominantly in the APAC timezone, with flexibility required to support customers in North America and Europe when needed.

Responsibilities

• Serve as the global escalation point for complex L3 and L4 support issues, providing expert troubleshooting and resolution for Alex Solutions’ Active Metadata Fabric and Governance Platform and associated cloud environments.
• Design, build, and maintain automated support agents and scripts to streamline ticket updates, diagnostics, and resolution workflows.
• Review and govern agent outputs, ensuring automated actions meet quality, completeness, and accuracy standards.
• Maintain meticulous records of support activities and ticket progress in Jira, ensuring traceability and adherence to global SLAs.
• Drive and enforce best practices for global support operations, aligned with enterprise-grade service expectations.
• Collaborate closely with Delivery and Engineering Managers to escalate and resolve L4 issues efficiently and effectively.
• Analyze recurring patterns to identify opportunities for root cause elimination in partnership with engineering and product teams.
• Demonstrate a strong sense of urgency, ownership, and commitment to customer success.
• Contribute actively to support documentation and knowledge management to uplift the performance and maturity of the support function globally.
• Participate in an on-call schedule as required to ensure 24x7 support capability.

Technical Expertise

Operational Excellence and Collaboration

What We Offer

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