About the Technology Organization
Technology at Lilly builds and maintains capabilities using pioneering technologies like most prominent tech companies. What differentiates Technology at Lilly is that we create new possibilities through tech to advance our purpose – creating medicines that make life better for people around the world, like data driven drug discovery and connected clinical trials. We hire the best technology professionals from a variety of backgrounds, so they can bring an assortment of knowledge, skills, and diverse thinking to deliver solutions in every area of our business.
About the Business Function
The Software Product Engineering (SPE) team is a specialised engineering group that delivers strategic solutions and differentiated capabilities. We take a forward-thinking approach, focusing on an enterprise platform and product mindset, ensuring that the solutions we build can be leveraged across Technology teams for broader impact and efficiency.
Job Title: Senior Support Engineer – Operations
Role Summary
As a Senior Support Engineer – Operations, you will provide advanced technical support for a suite of products, acting as the escalation point for L2 support and customer queries. You will troubleshoot, diagnose, and resolve incidents related to application functionality, integrations, performance, and security, collaborating closely with development and cross-functional teams to deliver timely fixes and ensure product quality.
What You’ll Be Doing
Troubleshoot, diagnose, and resolve incidents related to application functionality, integrations, performance, and security.
Collaborate with development teams (frontend, backend, full stack) to analyse root causes, reproduce issues, and deliver timely fixes or workarounds.
Monitor application health, logs, and alerts using tools such as AWS CloudWatch, Winston, or similar.
Participate in incident management, including RCA (Root Cause Analysis), documentation, and communication with stakeholders.
Ensure compliance with internal standards and external regulations (e.g., GDPR, HIPAA, as relevant).
Take responsibility for authoring technical documents, including design documents, runbooks, troubleshooting guides, and other relevant documentation to support operations and knowledge sharing.
How You Will Succeed
Utilise monitoring, logging, and alerting tools (e.g., AWS CloudWatch, Winston, Datadog, ELK).
Apply good understanding of RESTful APIs, databases (PostgreSQL, Redis), and cloud platforms (AWS, Azure, GCP).
What You Should Bring
Additional Information
Availability to work flexible work hours is/may be required. This team will support continuous operations across two shifts and therefore, this role will require non-standard work hours, and some work on weekends and holidays. Appropriate adjustments in benefits will be provided for employees working non-standard hours where applicable
