Hybrid Software Engineer

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

Position Summary

We are seeking a highly skilled and motivated Hybrid Software Engineer to join our team. This role combines backend software development and 24×7 production support, with responsibility across Level 1–3 support functions.

The successful candidate will be responsible for monitoring, diagnosing, and resolving production issues, as well as developing backend services and implementing permanent fixes. You will work closely with engineering, product, and operations teams to ensure the platform remains stable, scalable, and performant.

This is a hands-on role requiring strong AWS serverless experience, debugging capability, and backend Python development skills.

Key Responsibilities

• Provide end-to-end Level 1–3 support across production systems.
• Monitor system health using observability tools and respond to alerts in line with SLAs.
• Diagnose and debug issues across APIs, event-driven systems, and data pipelines.
• Restore services quickly using workarounds where necessary to meet restore targets.
• Perform deep technical investigation to identify root causes of incidents.
• Lead and contribute to post-incident reviews (RCA), documenting findings and preventative actions.
• Develop and maintain backend services using Python.
• Build and enhance REST APIs and backend integrations.
• Work with MongoDB and NoSQL data stores to support application functionality.
• Support and operate a serverless AWS stack (Lambda, API Gateway, SQS, CloudWatch).
• Collaborate with engineering teams to implement permanent fixes and improvements.
• Maintain and improve operational runbooks and documentation.
• Participate in a 24×7 rotating support roster, including nights and weekends.
• Contribute to continuous improvement of system reliability, monitoring, and support processes.
  
  

• Engineers will work a combination of:
• Evening shifts
• Night shifts
• Early morning shifts
• Weekends and public holidays
• Typical shift patterns include coverage across:
• Evening monitoring and pre-processing windows
• Critical overnight processing periods
• Morning reconciliation and handover activities
• Shifts are structured to:
• Provide continuous platform coverage
• Ensure overlap for effective handover between engineers
• Support critical business processing windows
• Engineers will participate in a rotating roster designed to:
• Distribute workload evenly
• Provide adequate rest and recovery
• Support leave and operational coverage
• Additional expectations:
• Participation in structured shift handovers
• Availability for on-call escalation where required