Senior / Lead Software Support Engineer in Product Support Services (IGT1 Lanka: Sitecore)

About the role:

As a Senior Software Support Engineer in the Sitecore Product Support team you will resolve complex technical challenges across Sitecore products through deep code investigation troubleshooting and solution development. You will also contribute to product improvements create technical guides and support the growth of fellow engineers while participating in a global 24x7x365 support rotation.

Key Responsibilities:

• Investigate and troubleshoot complex technical issues related to Sitecore Experience Platform Experience Manager Cloud Content Hub and other Sitecore products.
• Analyze product code and develop patches fixes and code examples to resolve customer and partner issues.
• Collaborate with Certified Sitecore Developers worldwide primarily through written communication and participate in online meetings for critical or complex cases.
• Provide technical assistance to Sitecore Partners and Customers ensuring the successful implementation of Sitecore solutions.
• Contribute to the continuous improvement of Sitecore products by sharing insights from real-life product usage.
• Develop maintain and enhance internal modules and applications used within the Product Support team.
• Create and update technical guides best practices and reference material to support engineers in daily operations.
• Mentor coach and assist fellow engineers including onboarding and supporting their professional growth.
• Actively participate in 24x7x365 support rotation including evening night and weekend shifts as per schedule and labor regulations.
• Ensure timely professional and accurate resolution of technical challenges while maintaining high standards of customer satisfaction.
• Contribute to knowledge-sharing initiatives team collaboration and process improvements within the Product Support function.

Qualifications :

Preferred Skills and Experience:

• A minimum of 3 years of experience in a technical position
• Excellent coaching skills and ability to onboard new members
• Excellent communication (in English) and people skills
• Ability to take decisions and provide technical guidance
• Experience working with Microsoft technologies including:
  • C#
  • Visual Studio
  • MS SQL Server
  • Azure
• Knowledge of HTML XML/JSON JavaScript and CSS
• Outstanding problem solving and logical thinking skills
• Understanding of object-oriented programming concepts
• Understanding of client-server software architecture
• Experience of working with data structures and creating software algorithms

Experience in the following would be a plus:

• Managing a team 
• ITIL Certified
• Experience in supporting SaaS platforms
• Experience in troubleshooting software performance & scalability issues
• Experience working with technologies such as Linux Kubernetes Elastic Redis Kibana Grafana Kafka GraphQL Cloudflare
• Experience with Javascript frontend frameworks such as Knockout React and Vue

Additional Information :

We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles while also valuing inclusive workplace experiences. By fostering a sense of community we drive innovation strengthen connections and nurture belonging. Our commitment ensures you can work in a way that suits you best while also engaging with colleagues to share ideas and build meaningful relationships. #Li-Hybrid

Remote Work :

No

Employment Type :

Full-time