Sr. Engineer 1 - Legacy Support

WorldPanel by Numerator provides consumer data representing nearly 6 billion consumers in 65 countries, offering brands a multi-dimensional view of how people think, how they shop, and how they consume, so they can set bold strategies and drive sustainable business impact.

The 3rd Line Application Support Engineer is a senior technical specialist within the Central Support Team, responsible for handling the most complex and high-impact application issues across the WP by Numerator ecosystem. This role provides deep-level technical troubleshooting, advanced root-cause analysis, and close collaboration with development, engineering, and platform teams to resolve escalated incidents and systemic problems.

As a senior member of the team, you will act as the final point of support escalation during business hours, contribute to major incident investigations, create long-term fixes, and drive improvements to application stability, supportability, and performance. This role requires strong problem-solving skills, a deep understanding of application architectures, and the ability to work across multiple technologies and data platforms. ITIL experience is beneficial, particularly in areas such as Problem Management and Change Management.

Level: Individual Contributor (Senior) 
Working Hours: Monday – Friday, 14:00 – 23:00 IST
On-call rota: This won't be implemented immediately, as you will need sufficient time to train on and understand the environment. The intention longer term is that there will be an on-call rota, with this role being on call out of hours, weekends, and public holidays, 1 in every 4 weeks.

Operating Systems

• Strong knowledge of Windows Server and Windows OS.

• Basic to intermediate Linux skills.

Application Troubleshooting

• Strong understanding of application architectures (web apps, client/server, APIs).

• Diagnose and resolve issues using event logs, application logs, monitoring tools, SQL queries, and REST/API calls.

• Understanding of web technologies. Exposure to systems development using Microsoft .NET and knowledge of MS SQL Server would be an advantage 

Databases

• Strong SQL proficiency, including writing SELECT queries, joining tables, and tracing application issues to data problems.

• Familiarity with databases such as Microsoft SQL Server, MySQL, or PostgreSQL.

Networking Basics

• Working knowledge of DNS, DHCP, and TCP/IP.

• Understanding of how applications communicate across networks.

• Awareness of proxy/firewall impact on applications.

Scripting & Automation (not required, but highly valued)

• PowerShell, Bash, or Python.

• Basic automation of repetitive tasks.

Debugging Tools

• Postman or similar for API testing.

• Fiddler/Wireshark for traffic analysis.

• Browser dev tools for web application issues.

Analytical & Problem-Solving Skills

• Investigate and own complex technical issues, breaking them down logically.

Communication

• Explain technical issues clearly to non-technical users.

• Produce clear documentation and incident notes, including RCAs and change documentation.

• Strong written and verbal English, given regular interaction with global teams.

Customer Service Orientation

• User empathy and professionalism.

• Manage expectations around SLAs and timelines.

Teamwork

• Work with other teams to help them escalate effectively.

• Collaborate with Dev, QA, Infrastructure, or other SMEs on deeper issues.

• Mentor lower tiers and help uplift overall supportability.

• 5+ years in Application Support, Systems Engineering, or SRE, with substantive 3rd Line responsibilities.

• Strong application troubleshooting and debugging skills, along with database expertise in Microsoft SQL Server, MySQL, or PostgreSQL.

• Experience with cloud platforms such as AWS, Azure, or Google Cloud.

• ITIL experience (Incident, Problem, Change) is desirable; formal certification is a plus.

• ITIL Foundation Certification would be an advantage.

• Certifications in Linux, WebSphere, or database management would be an added advantage.

• Experience with .NET or ASP.NET will be considered an advantage but is not mandatory.

There is strength in numbers - We are the Numerati

Numerator is 5,800 employees strong. We have the confidence to be real and embrace what makes each Numerati unique. Our diverse experiences, ideas and backgrounds fuel our innovation.

Being part of the Numerati means that we’ll take care of you! From our Recharge Days, maximum flexibility policy, wellness resources for employees and their families, development opportunities and much more — we’re always finding ways to better support, celebrate and accelerate our team.