TraceLink - Senior Support Engineer - Python

Key Responsibilities :

• Lead complex technical issue resolution by analyzing, troubleshooting, and implementing sustainable solutions using TraceLinks products and platforms.
• Mentor and coach Technical Support Engineers, providing guidance on best practices, technical problem-solving, and customer communication.
• Perform data triage and execute repairs, including development of custom tools, automation scripts, and diagnostic utilities to streamline operations.
• Serve as the subject matter expert for 34 core applications, providing in-depth technical knowledge and advisory support to both internal teams and customers.
• Partner closely with Engineering, Product Management, and Customer Success teams to relay customer feedback, escalate systemic issues, and shape product improvements.
• Ensure adherence to SLAs while managing high-priority escalations with precision and professionalism.
• Participate in rotational on-call support, managing production-critical issues during extended support Technical Skills :
• Programming / Scripting : Expertise in Perl, Python, Shell scripting with a focus on automation and tooling development.
• Data Handling : Strong hands-on experience with XML, JSON, and CSV formats for integration, troubleshooting, and transformations.
• B2B & Enterprise Technologies : In-depth knowledge of B2B protocols, ERP systems, and enterprise integrations.
• Debugging & Analysis : Proficient in log analysis, system debugging, and root cause identification for complex distributed systems.
• Operating Systems : Advanced knowledge of UNIX / Linux environments.
• Additional Expertise : Exposure to Java applications, data repair methodologies, and enterprise collaboration tools (Salesforce, Google Workspace, Experience :
• Minimum 7+ years of experience in technical services, advanced support, or similar customer-facing engineering roles.
• Proven track record in designing scalable support solutions, data triage, and automation to improve operational efficiency.
• Experience leading escalations and mentoring junior engineers in fast-paced :
• Education : Bachelors degree in Computer Science, Engineering, Information Systems, or a related technical field (or equivalent experience).
• Languages : Fluent in English (additional languages are a plus).
• Strong written and verbal communication skills with the ability to articulate technical solutions to both technical and non-technical audiences.

(ref : hirist.tech)