Designs, develops, and enhances backend services and customer-facing features for a next-generation customer support ticketing platform throughout all phases of the software development lifecycle. Builds scalable software solutions that support customer support workflows while integrating with enterprise reporting platforms, forecasting tools, and enterprise data platforms.

Develops and maintains backend services, APIs, data models, and platform integrations that enable reliable data exchange, reporting, analytics, and operational workflows across enterprise systems. Designs scalable, secure, and maintainable solutions that balance software engineering best practices with data engineering principles.

Participates in architecture discussions, technical design, code reviews, debugging, and troubleshooting to improve application quality, reliability, and performance. Identifies and resolves moderately complex issues related to application functionality, APIs, integrations, and distributed services.

Collaborates with cross-functional engineering teams, product managers, and stakeholders to understand business requirements and deliver high-quality software that meets customer needs. Contributes to the implementation of intelligent platform capabilities that enhance customer experience and operational efficiency while maintaining generic, customer-focused solutions.

Follows secure coding practices, industry standards, CI/CD processes, and Agile development methodologies. Performs application maintenance, testing, upgrades, and vulnerability remediation to ensure secure, compliant, and production-ready software. Continuously contributes to improving engineering practices, code quality, automation, and operational excellence.

Key Responsibilities
Application Software Development:

Drives medium features and quality improvements with measurable performance and reliability outcomes.
Provides global production support for critical issues with minimal guidance improves playbooks/alerts.
Troubleshoots and debugs non-routine issues spanning application layers and common OCI services proposes fixes.
Partners with QA to define test strategy (unit/integration) for features ensures consistency across modules.
Considers trade-offs in existing architecture proposes moderate design improvements.
Translates ambiguous requirements into scalable designs and implementation plans.
Defines and stabilizes API contracts and dependencies for the application area.
Recommends build priorities within the team using data from incidents, telemetry, and customer feedback.
Systematically incorporates external feedback (forums, live-site reports) into backlog refinement.
Mentors junior engineers coordinates cross-functionally on feature delivery.

Software Development and Coding - Design, Testing, and Optimization:

Designs software solutions and analyzes and helps identify requirements to achieve business and operational goals, independently.
Adheres to and suggests improvements to all phases of the software development lifecycle.
Utilizes working knowledge to develop new software features and enhancements following design specifications and develops documents to clarify software design and code.
Leads code reviews in designated areas to help drive improvements.
Conducts debugging and troubleshooting to identify and fix moderately complex software issues.
Develops fixes for identified issues.
Implements software testing (e.g., functional and non-functional testing), quality assurance processes, software error logging, monitoring, and observability for effective debugging, ensuring review by manager and/or lead throughout the process.
Exercises judgment and discretion to conduct performance profiling and optimization of coding.
Troubleshoots and resolves moderately complex issues related to application programming interface (API) functionality and integration.
Implements moderately complex API versioning, lifecycle, and interoperability strategies.

Software Architecture - Software System Structural Design:

Designs and develops software, systems, and services aligned to pre-defined system architecture.
Develops working knowledge of software architecture decisions and best practices.
Collaborates with team leads to review work to ensure alignment with software architecture.
Implements moderately complex performance optimization and scalability strategies in software design.

Issue/Defect Collaboration - Software Products Support:

Collaborates within and beyond immediate team to understand customer issues and align solutions.
May provide technical guidance and support to customers regarding customer-reported issues, independently.
Coaches, mentors, and guides others to advocate for customers interests and suggests product enhancements based on feedback.
Influences team to ensure customer satisfaction through timely resolution of issues and effective communication.
Implements customer issue and/or defect handling and training processes, independently.
Investigates and troubleshoots complex product maintenance issues to ensure customer agreement on short- and long-term solutions (e.g., future enhancements).

Practices and Standards Compliance - Security and Compliance:

Collaborates with the team to establish and follow development practices and coding standards.
Exercises judgment and discretion to ensure code quality and adherence to broad acceptance criteria during development.
Keeps up-to-date with industry best practices and applies them to software development processes.
Implements secure coding practices to prevent security vulnerabilities.

Development Operations - System Maintenance:

Performs periodic maintenance and testing operations for systems that require upgrading or patching (e.g., for critical vulnerabilities).
Exercises judgment and discretion to drive improvements, ensure automation, testing, and debugging of systems to ensure service/product availability, health, support, and reliability.

Core Responsibilities
Planning & Execution:

Independently manages work, monitoring timelines and deliverables to ensure projects or initiatives stay on track and meet requirements.
Proactively prioritizes work and adapts to resource or timeline shifts, suggesting adjustments to maintain project efficiency.

Collaboration & Partnership:

Collaborates across teams to align on expectations and achieve shared objectives.
Builds and maintains a comprehensive understanding of business, stakeholder, and/or customer needs to build and support effective partnerships.
Actively listens to diverse perspectives and asks questions to ensure understanding of others.

Problem Solving:

Independently identifies and addresses standard and non-standard issues in accordance with standard practices, escalating more complex issues as appropriate.
Analyzes data and/or information from multiple sources to troubleshoot standard and non-standard errors.
Contributes to knowledge sharing and best practices.

Continuous Learning:

Embraces continuous learning by actively seeking to build knowledge and new skills and/or tools and staying current with industry trends and best practices.
Seeks out and leverages feedback and training to improve skills.
Contributes to a culture of continuous learning and knowledge sharing with team members.

Continuous Improvement:

Develops ideas and recommends updates to increase the efficiency and effectiveness of processes, protocols, and workflows within a team.
Seeks input from team members on alternative approaches and methods for improving work.

Career Level - IC3

Senior Application Software Engineer