Job Description

WHO WE ARE: PALO IT is a global innovation consultancy and Agile software development company dedicated to helping organizations embrace tech as a force for good. We work with clients to rapidly lau WHO WE ARE: PALO IT is a global innovation consultancy and Agile software development company dedicated to helping organizations embrace tech as a force for good. We work with clients to rapidly launch products and services, create new business models, and prepare leadership and culture for the future. We are a community of innovators, designers and technologists across 11 offices and five continents (France, Hong Kong, Singapore, Thailand, Australia, Mexico and Colombia). We're committed to helping businesses transform to better our world. We're proud to be a World Economic Forum (WEF) New Champion, and a B Corp-certified company in Singapore and Hong Kong, currently working towards certification across all other locations. YOUR ROLE: Our Software Support Engineering team is a shared services organization responsible for providing multi-faceted application engineering services to multiple product development teams. The Software Support Engineer works closely with Site Reliability Engineers in the Managed Services group to develop, maintain and support complex modern web applications while learning and applying DevOps practices. They will diagnose performance issues and create solutions to help others navigate around these issues. They also implement new software applications and upgrades and observe their development, review error logs, oversee source code repositories and software configurations, and work with third-party software vendors as needed. Support Engineers also work to help clients with individual external issues. You will gain experience in the latest concepts, technologies, and modern frameworks such as Typescript, Spring Boot, React/Redux, Docker, AWS, ELK, Terraform and Kafka. You would hone your experience in architecture, resiliency, and incident management. YOUR RESPONSIBILITIES: Handle high-Risk escalations and gather/analyze information as needed to support the client Monitor reactive cases owned by internal support teams Developing Tools, applications, code improvements and scripts to resolve operational burden Defining and validating the supportability aspects and metrics for emerging and existing products and clients Support engineering and troubleshooting on issues related to the software & platform services and content for various products Interface with operational and technical teams to ensure software deployed to production meets service level agreements Production Builds, Tools, and Configuration Management for software product releases and successful deployments WHO YOU ARE: This job requires you to constantly hit the ground running and your ability to learn quickly and work on disparate and overlapping tasks will define your success. Some of the key job functions of the support engineer are: Provide first level of support for tickets filed for deployed software and platform services Provide engineering support of our incoming tickets, including extensive troubleshooting and debugging, with responsibilities covering multiple applications and services Work on maintenance driven coding projects, primarily in web technologies, and Java/nodeJS based projects. Other technologies may be required such as mobile platform languages and frameworks (iOS/Android/ReactJS/Flutter) or Cloud Native (AWS/Azure) Read and understand complex application code and make code fixes to resolve support issues Software deployment support in staging and production environments. Develop tools to aid operations and maintenance System and Support status reporting Operational ownership of one or more digital products or components, and driving Operational Excellence Customer notification and workflow co-ordination and follow-up to maintain service level agreements. Work with company-wide engineering teams for handing-off or taking over active support issues and to create a team specific knowledge base and continuously improve skill set MORE ABOUT PALO IT: Using our B Corp certification and WEF status as our north star, we're eager to adapt to change, learn from our experiences and move to meet our planet's urgent needs. With 2025 as our horizon, we are taking action to meet the following objectives: Become a climate net-zero company Attain 50% of revenue from projects with a positive impact Train 100% of our workforce on impact Achieve B Corp certification among all 11 of our offices across the globe Attain 90% happy employees at PALO IT Our clients (https://www.palo-it.com/en/case-study) are amongst the world's most successful companies. We innovate with both established Fortune 1000s, SMEs and start-ups who aim to make an impact, become global leaders and address the world's most complex challenges. WHAT WE OFFER: Stimulating working environments Unique career path International mobility Internal R&D projects Knowledge sharing Personalized training Entrepreneurship & intrapreneurship For more on our team culture and benefits in Singapore, check out our careers page (https://www.palo-it.com/en-sg/careers) PALO IT Singapore is an equal opportunity employer. Employment decisions will be based on merit, qualifications and abilities. Palo IT SG does not discriminate in employment opportunities or practices on the basis of race, colour, religion, sex, sexuality, national origin, age, disability, marital status or any other characteristics protected by law. Protecting your privacy and the security of your data are longstanding top priorities for Palo-IT. Your personal data will be processed for the purposes of managing Palo-IT's recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results, and as is otherwise needed in the recruitment and hiring processes. Please consult our Privacy Notice (https://www.palo-it.com/en/privacy-policy) to know more about how we collect, use, and transfer the personal data of our candidates. Here you can find how you can request for access, correction and/or withdrawal of your Personal Data.