NOC Engineer at BURN

About the Role:


We are looking for a motivated and technically curious NOC Engineer to join our growing support team. In this role, you will play a key part in ensuring the reliability, performance, and availability of our mobile and web software applications. You will work at the intersection of engineering and customer experience, collaborating closely with development and product teams to diagnose issues, drive resolutions, and continuously improve the quality of our systems and support processes.
This is an exciting opportunity for someone early in their career who is passionate about technology, enjoys solving complex problems, and wants to grow within a fast-paced, product-driven environment.


Duties and Responsibilities:


Serve as a key point of escalation for application issues across our web and mobile platforms, ensuring timely acknowledgement and resolution within defined SLAs
Diagnose and troubleshoot application bugs, performance degradations, and system failures, working cross-functionally with the engineering team to drive resolution
Conduct thorough Root Cause Analysis (RCA) on recurring or high-impact incidents, documenting findings, corrective actions, and preventive measures
Monitor application health, infrastructure metrics, system logs, and alerts, proactively identifying and flagging anomalies before they impact end users
Develop and maintain scripts and tools to automate repetitive support tasks and processes, improving team efficiency and reducing manual effort
Maintain clear, accurate, and up-to-date documentation, including runbooks, incident reports, post-mortems, and internal knowledge base articles
Collaborate effectively with software developers to reproduce, communicate, and prioritise reported issues
Participate in on-call rotations and provide support during critical incidents as required
Contribute to the continuous improvement of support workflows, tools, and best practices


Skills and Experience:


Bachelor's degree in computer science, Software Engineering, or a related field from a recognised institution.
1 - 2 years of hands-on experience in a technical support, software development, or similar role
Solid understanding of how web and mobile applications are built and operate
Proficiency in working with databases and writing SQL queries for investigation and debugging purposes.
Experience working with Linux/Unix-based environments and command-line tools
Familiarity with application monitoring and observability tools (e.g. Datadog, Grafana, New Relic, or similar)
Experience with version control systems, particularly Git
Understanding of RESTful APIs and the ability to test and debug API interactions
PHP and/or Golang development experience is a strong added advantage
Exposure to cloud platforms such as AWS or Google Cloud is an added advantage
Strong analytical and problem-solving skills with a methodical approach to diagnosing issues
Excellent written and verbal communication skills, with the ability to convey technical information clearly to both technical and non-technical audiences
Ability to manage and prioritize multiple issues simultaneously in a fast-paced environment
A proactive, ownership-driven mindset with a commitment to seeing issues through to resolution
Eagerness to learn, adapt, and grow within a dynamic engineering environment.
Strong attention to detail and a passion for delivering high-quality outcomes.