Java Support Engineer - Tech Lead

About Sigmoid Analytics:Sigmoid unlocks business value for Fortune 1000 companies through expert data engineering, data science, and AI consulting. We solve complex challenges for leaders in CPG, Retail, BFSI, and Life Sciences. With 10+ delivery centers in the USA, Canada, UK, Europe, Singapore, and India, we deliver cutting-edge data modernization and generative AI solutions. Join us to shape the future of data-driven innovation!Why Sigmoid?Inc. 500 Fastest-Growing Companies (4 years running)Deloitte Technology Fast 500 (4 years running)Top Employer: AIM’s 50 Best Firms for Data ScientistsRecently named British Data Awards Finalist & more accolades on the way!Accelerate your career with a fast-growing, innovative company. Apply now and be part of our award-winning team!Java Support Engineer - Tech LeadRole OverviewWe are looking for a Java Support Engineer to support and maintain a portfolio of approximately eight critical applications within our Data Engineering ecosystem.The role involves monitoring support queues, triaging and resolving application issues using established runbooks, and coordinating with globally distributed development teams to ensure timely resolution of incidents. The engineer will support a diverse user base, including engineering teams integrating upstream systems and business users leveraging UI-based data platforms.The ideal candidate should have a foundational understanding of Java-based applications, strong troubleshooting and communication skills, and a proactive approach to incident management and continuous learning. The role also provides opportunities to develop skills in Java development, DevOps, and Data Engineering.Key ResponsibilitiesApplication Support and Incident Management: Monitor incoming support queues, assess incidents, prioritize tickets based on severity and business impact, and manage them through to resolution.Troubleshooting and Issue Resolution: Investigate application issues using established runbooks, knowledge base articles, logs, and standard diagnostic procedures to resolve common incidents independently.Technical Escalation and Coordination: Escalate complex or unresolved issues to global Developer Subject Matter Experts (SMEs), coordinate across time zones, and track issues through to resolution.Application and API Support: Support Java Spring Boot applications and REST-based services, helping diagnose application behavior, integration failures, and access-related issues.User and Stakeholder Communication: Provide timely updates and clear resolution guidance to technical engineering users and non-technical business users, ensuring effective expectation management.Access and Entitlement Management: Support user access requests and entitlement maintenance in accordance with established processes and security policies.Documentation and Knowledge Management: Maintain and enhance runbooks, troubleshooting guides, FAQs, and support documentation based on recurring incidents and application changes.Operational Excellence: Identify recurring issues, highlight opportunities for automation, and recommend improvements to support processes and incident resolution.Continuous Learning: Build an understanding of supported applications, dependencies, and the broader Data Engineering ecosystem through onboarding and hands-on experience.Technical SkillsJava Application Fundamentals: Basic understanding of Java applications, preferably those built using the Spring Boot framework.REST APIs and Integrations: Familiarity with REST APIs, HTTP methods, status codes, and common application integration issues.Application Support: Understanding of incident management, ticket triaging, troubleshooting, escalation procedures, and service restoration.SDLC Fundamentals: Familiarity with the Software Development Life Cycle (SDLC), including development, testing, deployment, and maintenance.Version Control: Basic knowledge of Git and GitLab workflows, including repositories, branches, and code changes.Access Management: Familiarity with user access provisioning, permissions, and entitlement maintenance, or the ability to learn these processes quickly.Analytical and Problem-Solving Skills: Ability to investigate issues systematically, identify potential root causes, and follow documented procedures.Communication Skills: Strong verbal and written English communication skills, with the ability to communicate effectively with technical and business stakeholders.Teamwork and Ownership: Ability to work independently on routine issues, collaborate with distributed teams, and take ownership of tickets until closure.Learning Agility: Willingness to learn new technologies, business domains, and application-specific processes in a fast-paced environment.Preferred SkillsJava Debugging: Exposure to debugging Java applications, analyzing stack traces, reviewing logs, and identifying potential code-level issues.Minor Code Fixes: Ability or interest in making small code changes and supporting defect fixes under appropriate development and review processes.CI/CD: Basic understanding of CI/CD pipelines and application deployment workflows.Cloud and Infrastructure: Familiarity with cloud platforms, application hosting environments, and infrastructure fundamentals.Monitoring and Observability: Exposure to application monitoring, log analysis, alerting, and incident diagnosis tools.Data Engineering Domain: Basic awareness of data pipelines, data ingestion, upstream/downstream dependencies, and data platform concepts.Role ExpectationsTake ownership of assigned support tickets and drive them to closure within agreed service levels.Resolve routine issues independently by following established runbooks and troubleshooting procedures.Escalate complex issues promptly with relevant diagnostic information and evidence.Communicate proactively with users and development teams throughout the incident lifecycle.Keep support documentation accurate and identify opportunities to reduce recurring incidents.Demonstrate a strong willingness to learn and gradually take on more technically complex responsibilities.