At Lilly, we unite caring with discovery to make life better for people around the world. We are a global healthcare leader headquartered in Indianapolis, Indiana. Our employees around the world work to discover and bring life-changing medicines to those who need them, improve the understanding and management of disease, and give back to our communities through philanthropy and volunteerism. We give our best effort to our work, and we put people first. We’re looking for people who are determined to make life better for people around the world.
Job Description
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
Provide advanced technical support for suite of products, acting as the escalation point for L2 support and customer queries.
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.
Maintain and update knowledge base articles, FAQs, and runbooks for recurring issues and resolutions.
Support deployment activities, including post-release validation and rollback procedures.
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).
Contribute to continuous improvement of support processes.
Collaborate cross-functionally with product, QA, and engineering teams to drive product quality and customer satisfaction.
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
Demonstrate strong analytical and problem-solving skills, with hands-on experience in debugging web applications (frontend and backend).
Utilise monitoring, logging, and alerting tools (e.g., AWS CloudWatch, Winston, Datadog, ELK).
Work effectively with ticketing systems (e.g., Jira, ServiceNow) and incident management workflows.
Apply good understanding of RESTful APIs, databases (PostgreSQL, Redis), and cloud platforms (AWS, Azure, GCP).
Support CI/CD pipelines and deployment processes.
Use basic scripting skills (e.g., Bash, Python, JavaScript) for automation and troubleshooting.
Communicate and collaborate effectively across teams.
What You Should Bring
4–6 years’ experience in application support, technical troubleshooting, or software engineering.
Experience supporting products in regulated industries (Life Sciences, Healthcare, etc.).
Familiarity with frontend frameworks (React, Material-UI) and backend technologies (Node.js, Express.js).
Knowledge of security best practices and compliance requirements.
Exposure to Agile methodologies and SDLC.
Experience with knowledge base management and documentation.
Interest in continuous learning and process improvement.
Bachelor’s degree in computer science, Engineering, or related field (or equivalent practical experience).
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
Lilly is dedicated to helping individuals with disabilities to actively engage in the workforce, ensuring equal opportunities when vying for positions. If you require accommodation to submit a resume for a position at Lilly, please complete the accommodation request form (https://careers.lilly.com/us/en/workplace-accommodation) for further assistance. Please note this is for individuals to request an accommodation as part of the application process and any other correspondence will not receive a response.
Lilly does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status.
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