Flexible work model
Work from home, from the office, or in a hybrid format that supports focus and collaboration.
ABOUT THE ROLE
Join a team focused on supporting enterprise client solutions throughout the post-deployment lifecycle, ensuring stability, performance, and a seamless user experience after go-live. As a senior support engineer, you will combine application troubleshooting, operational ownership, and customer-facing communication to resolve complex incidents, drive technical improvements, and provide reliable support across global client environments.
RESPONSIBILITIES
- Monitor production systems and cloud environments, proactively identifying performance, reliability, and availability issues to maintain operational excellence for enterprise clients
- Own complex operational incidents, drive investigations, coordinate resolution efforts, and minimize business impact during critical service disruptions
- Collaborate with implementation engineers, development teams, and client stakeholders to quickly absorb business context, application workflows, and system architecture following deployment
- Analyze, troubleshoot, and debug existing applications to identify root causes, implement technical fixes, apply hotfixes, and improve platform stability
- Lead incident triage activities, independently resolving advanced technical issues while escalating architectural or foundational defects with clear technical documentation and recommendations
- Utilize monitoring, logging, and observability platforms to analyze system behavior, identify reliability risks, and recommend operational improvements
- Support cloud infrastructure, containerized environments, and CI/CD processes to ensure smooth application operations and efficient release management
- Provide technical guidance to support engineers, contribute to knowledge transfer activities, and maintain clear communication with enterprise customers during escalations and support engagements
REQUIREMENTS
- 5+ years of professional experience in software engineering, technical application support, systems operations, or a related technical role
- Strong ability to read, troubleshoot, and debug applications developed with technologies such as Python, JavaScript, TypeScript, React, Node.js, or Java
- Working knowledge of cloud platforms including AWS, Microsoft Azure, or Google Cloud Platform
- Hands-on experience with containerization technologies, including Docker and Kubernetes, as well as CI/CD pipelines and deployment processes
- Practical experience with observability and monitoring platforms such as Datadog, Grafana, Prometheus, or Splunk, including system analysis and performance troubleshooting
- Strong understanding of incident management, root cause analysis, and production support best practices
- Excellent analytical and problem-solving skills with the ability to independently investigate and resolve complex technical issues
- High adaptability, strong ownership mindset, and the ability to rapidly learn new systems, technologies, and business domains
- Advanced verbal and written English communication skills with confidence leading technical discussions, supporting customers during escalations, and ensuring effective documentation and shift handovers
SoftServe is an equal opportunity employer. Qualified applicants will receive consideration regardless of race, color, ancestry, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, citizenship, disability, health condition, marital or family status, veteran status, or any other characteristic protected by applicable law.
Role Summary
Location
Ukraine
Work type
Remote/Office
Direction
Corporate Functions
Subdirection
IT Support
Tech level
Senior
Apply Now
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About us
We are a digital engineering and technology consulting company where expertise grows alongside people. For more than 30 years, we have been elevating technology: helping organizations navigate complex business challenges by combining deep engineering knowledge with thoughtful, research-backed innovation. Our teams work across key areas: digital engineering, data and analytics, Сloud, and AI/ML. In each, we deliver practical, scalable solutions rooted in real business needs and measurable human impact.
You bring your perspective and ambition. We create an environment where your work meets clarity, confidence, and purpose.
We offer
Compensation & Benefits
Competitive, market-based pay, benchmarked by role and location — plus health coverage, paid time off, wellness support, and learning opportunities.
People-first Leadership
Approachable leaders who communicate openly, keep teams close to the strategy, and support long-term planning.
Advanced tech communities
Stay close to AI/ML, Cloud, Quantum Computing, IoT, and Robotics communities, with projects built on modern frameworks.