Senior / Lead Software Support Engineer In Product Support Services (IGT1 Lanka: Sitecore)

Senior / Lead Software Support Engineer in Product Support Services (IGT1 Lanka: Sitecore)

Full-time

Job Location: Hybrid

Company Description

About IGT1 Lanka

IGT1 Lanka is a rapidly growing offshore technology and talent solutions company based in Port City Colombo. We are a fully owned subsidiary of IGT I Holdings Sweden AB, funded by the three of world's leading private equity firms; EQT Group, Hg, and TA Associates. We're also proud to be a sister company of IFS, Sri Lanka's largest and most established technology company.

At IGT1 Lanka, we partner with global businesses to scale operations, accelerate innovation, and build world-class SaaS platforms through high-quality offshore delivery. Our people-first culture champions diversity, teamwork, and continuous learning, creating an environment where talent thrives.

With a team of over 400 professionals and counting, we are always looking for passionate, skilled individuals who want to make a global impact while being part of something extraordinary.

Through our offshore collaboration model, you'll be embedded within the team of one of our esteemed international clients, contributing directly to high-impact, enterprise-level initiatives.

About the client: Sitecore

Sitecore delivers a composable digital experience platform that empowers the world's smartest and largest brands to build lifelong relationships with their customers. A highly decorated industry leader, Sitecore is the leading company bringing together content, commerce, and data into one connected platform that delivers millions of digital experiences every day. Thousands of blue-chip companies including American Express, Porsche, Starbucks, L'Oréal, and Volvo Cars rely on Sitecore to provide more engaging, personalized experiences for their customers.

Job Description

About the role:

As a Senior Software Support Engineer in the Sitecore Product Support team, you will resolve complex technical challenges across Sitecore products through deep code investigation, troubleshooting, and solution development. You will also contribute to product improvements, create technical guides, and support the growth of fellow engineers, while participating in a global 24x7x365 support rotation.

Key Responsibilities:

• Investigate and troubleshoot complex technical issues related to Sitecore Experience Platform, Experience Manager Cloud, Content Hub, and other Sitecore products.
• Analyze product code and develop patches, fixes, and code examples to resolve customer and partner issues.
• Collaborate with Certified Sitecore Developers worldwide primarily through written communication and participate in online meetings for critical or complex cases.
• Provide technical assistance to Sitecore Partners and Customers, ensuring the successful implementation of Sitecore solutions.
• Contribute to the continuous improvement of Sitecore products by sharing insights from real-life product usage.
• Develop, maintain, and enhance internal modules and applications used within the Product Support team.
• Create and update technical guides, best practices, and reference material to support engineers in daily operations.
• Mentor, coach, and assist fellow engineers, including onboarding and supporting their professional growth.
• Actively participate in 24x7x365 support rotation, including evening, night, and weekend shifts, as per schedule and labor regulations.
• Ensure timely, professional, and accurate resolution of technical challenges while maintaining high standards of customer satisfaction.
• Contribute to knowledge-sharing initiatives, team collaboration, and process improvements within the Product Support function.

Qualifications

Preferred Skills and Experience:

• A minimum of 3 years of experience in a technical position
• Excellent coaching skills and ability to onboard new members
• Excellent communication (in English) and people skills
• Ability to take decisions and provide technical guidance
• Experience working with Microsoft technologies, including:
• ASP.NET
• C#
• Visual Studio
• MS SQL Server
• Azure
• Knowledge of HTML, XML/JSON, JavaScript, and CSS
• Outstanding problem solving and logical thinking skills
• Understanding of object-oriented programming concepts
• Understanding of client-server software architecture
• Experience of working with data structures and creating software algorithms

Experience in the following would be a plus:

• Managing a team
• ITIL Certified
• Experience in supporting SaaS platforms
• Experience in troubleshooting software performance & scalability issues
• Experience working with technologies such as Linux, Kubernetes, Elastic, Redis, Kibana, Grafana, Kafka, GraphQL, Cloudflare
• Experience with Javascript frontend frameworks such as Knockout, React and Vue

Additional Information

We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles, while also valuing inclusive workplace experiences. By fostering a sense of community, we drive innovation, strengthen connections, and nurture belonging. Our commitment ensures you can work in a way that suits you best, while also engaging with colleagues to share ideas and build meaningful relationships. #Li-Hybrid