We are seeking a Software Engineer II to join the Sherlock team, responsible for investigating production issues, triaging incidents, analyzing application behavior, coordinating with engineering and business stakeholders, and driving operational improvements. The engineer will play a key role in maintaining platform stability, resolving customer-impacting issues, improving service-level objectives, and contributing to automation initiatives that enhance operational efficiency.

Key Responsibilities

• Production Incident Investigation
• Investigate complex application and customer-impacting issues.
• Perform root cause analysis and identify corrective actions.
• Manage highly escalated support cases and communicate findings to stakeholders.
• Document investigation outcomes and resolution steps.

Ticket Triage and Operational Support

• Review, prioritize, and manage incoming support tickets.
• Work across multiple ticket states including triage, data fixes, development coordination, and business review.
• Ensure timely movement of issues through resolution workflows.
• Meet operational service-level expectations and escalation targets.
• Defect and Problem Management
• Analyze recurring defects and identify long-term solutions.
• Coordinate with development teams to drive defect remediation efforts.
• Track issue trends and recommend preventative improvements.
• Assist in establishing processes for defect management and operational excellence.
• Technical Analysis and Troubleshooting
• Investigate application, database, integration, and workflow-related issues.
• Perform data validation and analysis to support troubleshooting efforts.
• Collaborate with platform engineering and DevOps teams when infrastructure or deployment issues arise.
• Automation and Innovation
• Identify opportunities to streamline investigation and support processes.
• Contribute to automation initiatives using modern tools and AI-assisted investigation techniques.
• Support continuous improvement efforts to reduce manual operational work.
• Knowledge Management and Mentoring
• Participate in knowledge-transfer sessions and onboarding programs.
• Create and maintain operational documentation, troubleshooting guides, and runbooks.
• Share expertise with team members and assist in developing Sherlock subject matter expertise within the organization.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, Software Engineering, or related field.
• 3-5+ years of experience in software engineering, application support, production operations, or incident management.
• Strong troubleshooting and analytical skills.
• Experience investigating production incidents and performing root cause analysis.
• Working knowledge of databases and data analysis techniques.
• Ability to work with cross-functional teams including developers, business teams, and operational stakeholders.
• Strong verbal and written communication skills.

Preferred Qualifications

• Experience supporting enterprise-scale web applications.
• Exposure to DevOps, CI/CD pipelines, monitoring, and observability platforms.
• Experience with ticket-management systems such as Jira or similar platforms.
• Familiarity with automation frameworks, scripting, and AI-assisted troubleshooting tools.
• Experience in customer-facing operational support environments.

Success Metrics

• Timely investigation and resolution of production incidents.
• Reduction in backlog and aging support tickets.
• Improved SLA attainment and escalation handling.
• Increased automation of operational tasks.
• High-quality documentation and knowledge sharing.
• Effective collaboration with development and business stakeholders.

Core Competencies

• Analytical Problem Solving
• Incident Management
• Root Cause Analysis
• Customer Focus
• Operational Excellence
• Collaboration and Communication
• Continuous Improvement
• Technical Curiosity and Learning Agility