We are seeking a Software Engineer II to join the Sherlock team, responsible for investigating production issues, triaging incidents, analyzing application behavior, coordinating with engineering and business stakeholders, and driving operational improvements. The engineer will play a key role in maintaining platform stability, resolving customer-impacting issues, improving service-level objectives, and contributing to automation initiatives that enhance operational efficiency.Key ResponsibilitiesProduction Incident InvestigationInvestigate complex application and customer-impacting issues.Perform root cause analysis and identify corrective actions.Manage highly escalated support cases and communicate findings to stakeholders.Document investigation outcomes and resolution steps.Ticket Triage and Operational SupportReview, prioritize, and manage incoming support tickets.Work across multiple ticket states including triage, data fixes, development coordination, and business review.Ensure timely movement of issues through resolution workflows.Meet operational service-level expectations and escalation targets.Defect and Problem ManagementAnalyze recurring defects and identify long-term solutions.Coordinate with development teams to drive defect remediation efforts.Track issue trends and recommend preventative improvements.Assist in establishing processes for defect management and operational excellence.Technical Analysis and TroubleshootingInvestigate application, database, integration, and workflow-related issues.Perform data validation and analysis to support troubleshooting efforts.Collaborate with platform engineering and DevOps teams when infrastructure or deployment issues arise.Automation and InnovationIdentify opportunities to streamline investigation and support processes.Contribute to automation initiatives using modern tools and AI-assisted investigation techniques.Support continuous improvement efforts to reduce manual operational work.Knowledge Management an
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