Senior Functional & Technical Support Engineer

About the role

We are seeking a Senior Functional & Technical Support Engineer to act as the bridge between Business, IT, Engineering, Product, Operations and external vendors. The role focuses on ensuring smooth business operations, rapid issue resolution and continuous improvement of systems and processes.

Key responsibilities

• Provide functional and technical support to business users and operational teams.
• Investigate and resolve application, data, functional and production issues.
• Perform Root Cause Analysis (RCA) and define corrective and preventive actions.
• Use SQL/T‑SQL for data investigation, validation, troubleshooting and business‑logic analysis.
• Develop and maintain SQL scripts and troubleshooting tools to improve resolution efficiency.
• Leverage Python, scripting and automation to eliminate repetitive manual tasks.
• Collaborate with Engineering, Product, IT, Operations and vendors to resolve complex issues.
• Support system enhancements, change requests, releases and production deployments.
• Identify opportunities for process optimisation, automation and system improvements.
• Prepare operational reports, dashboards and data analysis to support business decisions.
• Maintain documentation for processes, workflows, configurations, troubleshooting procedures and known issues.
• Manage incidents, escalations and action items in line with defined SLAs.

Required profile

• 5+ years of experience in functional/technical support, application or production support, or business analysis.
• Strong understanding of business processes and operational workflows.
• Proven ability to work across Business, IT, Engineering, Product, Operations and vendors.
• Excellent analytical, communication and stakeholder‑management skills.

Required skills

• SQL / T‑SQL
• Python
• Scripting and automation
• Advanced Microsoft Excel (pivot tables, complex formulas, data analysis)