L1 Support Engineer

Our Solutions and AI Labs (SAIL) practice are looking for an L1 Support Engineer to join the team. 

Our Solutions & AI Labs (SAIL) practice focuses on helping clients control their data, turn them into actionable insights and better leverage them through the use of Machine Learning solutions directly embedded into businesses processes. We support clients across a number of industries and offer deep expertise in AI, ML, Cloud and Managed Solutions. 

What you will be doing

You will be using your experience to help build and maintain internal and client solutions.  You would be also responsible to support the growth of our team, helping them to build the skills they need to solve our client’s challenges. Depending on the level, you can be a part of our leadership team, shaping the direction of the practice, growing the business and leading our people.  

Although we do not expect you to be an expert in all of the below activities at the same time, our team consists of people who can both work as advisors to our clients as well as being able to bring deep technical knowledge when needed. The profile of our typical engagements is a reflection of that.  

The support team also provides application coverage at weekends to monitor this ENA product, so applicants should have flexibility for, or be available, to work one weekend day and four weekdays. Weekend shifts primarily involve monitoring, resolving issues, and invoking on-call support, with the majority of remaining time focused on coding, maintenance, or bug fixes. Other members of this team already do this, so it's not a dealbreaker if you're not able to as we should have enough people for a rotation, but it would be an expectation.

Key Responsibilities based on the of the below areas. 

• Triage and review support desk tickets, ensuring that first response and remediation SLAs are met, focusing on quality of first response and passion for going above and beyond to resolve our customers issues

• Learn and contribute automations and documentation to the support desk team

• Proficient in utilising modern frameworks such as Next.js and libraries like React 

• End-to-end delivery of fully functional CRUD APIs, from local development through to cloud deployment and production readiness

• Maintaining APIs and effectively resolving any arising issues

• Execute schema and data/table migrations to support evolving application requirements

• Manage the release and versioning of software and related packages across various environments, including production
  
• Prepare detailed release notes and plans, covering regression testing and established backout procedures for risk mitigation

 
Your skills and experience  

We're looking for passionate and talented professional full-stack and software engineers who are eager to shape the next generation of AI and Machine Learning solutions platforms for our clients.

Building on the core responsibilities outlined in “What you will be doing,” you will join a dynamic team working at the intersection of cutting-edge technology and practical innovation. 

• 1–3 years of hands-on experience in software engineering, specifically focused on developing and delivering modern web applications, APIs, and scalable platforms

• Proficient in either JavaScript and Python, with a proven track record of delivering high-quality, maintainable code and leveraging both languages to solve complex technical challenges

• Excellent verbal and written communication skills, with the ability to clearly articulate technical issues and solutions to both technical and non-technical stakeholders

• Exposure to modern software development practices including CI/CD pipelines, cloud platforms and Infrastructure as Code. You are confident applying these practices to build scalable, secure, and reliable solutions

• A collaborative mindset with the ability to work closely with consultants, data scientists, and business stakeholders to understand requirements and translate them into innovative, impactful solutions for our clients

• A continuous learner who is always exploring the latest frameworks, tools, and methodologies in software engineering and AI, and keen to bring fresh ideas to the table

• Ability to take on information and formulate clear documentation and run manuals based on common issues and provide detailed resolution for long term solutions

If you are excited by the opportunity to build meaningful AI and ML-driven platforms using the latest technologies, and thrive in a collaborative, people-first culture, we would love to hear from you!