Lead Support Engineer - Alfresco

We are seeking an experienced Lead Support Engineer - Alfresco to lead a talented team of support engineers in delivering exceptional service for our Alfresco platforms. In this role, you will serve as the technical escalation point for complex incidents, drive operational excellence, and collaborate across teams to ensure seamless performance and high availability of our Enterprise Content Management systems.

Responsibilities

• Lead, mentor, and manage a team of Alfresco support engineers across different shifts or geographies
• Conduct performance reviews, set KPIs, identify skill gaps, and coordinate training and professional development
• Manage support rotas, ensure 24/7/365 coverage (if applicable), and maintain optimal resource allocation
• Foster a collaborative, continuous-improvement culture focused on service excellence and high first-contact resolution rates
• Serve as the technical escalation point for complex, high-priority (P1/P2) incidents and critical system outages related to Alfresco platforms
• Troubleshoot and resolve complex issues involving Alfresco repositories, Solr indexing, Alfresco Share/Workspace, authentication (LDAP/Active Directory/OAuth2), and integrations (REST APIs, CMIS)
• Oversee root cause analysis (RCA) for major incidents and drive the implementation of preventative measures
• Monitor system health, performance metrics, and logs to proactively identify and mitigate potential bottlenecks
• Oversee routine maintenance tasks, including patch management, software upgrades, database maintenance, and backup/restore validations
• Ensure adherence to Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and ITIL best practices
• Collaborate with DevOps and infrastructure teams to ensure seamless deployment pipelines and high availability (HA) disaster recovery (DR) setups
• Maintain comprehensive technical documentation, knowledge base articles, standard operating procedures (SOPs), and troubleshooting guides

Requirements

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field (or equivalent practical experience)
• 6+ years of overall IT experience with a strong focus on Enterprise Content Management (ECM)
• Minimum 3–4 years of hands-on experience supporting, administering, and troubleshooting Alfresco Content Services (ACS) and/or Alfresco Process Services (APS)
• At least 1–2 years of experience in a leadership, senior engineering, or team lead role managing technical support teams
• Understanding of Alfresco architecture, repository services, transforms, Solr/Search subsystem, and CMIS standards
• Proficiency in Java/J2EE, Spring Framework, and JavaScript
• Expertise in FreeMarker and RESTful web services
• Capability to act as the primary bridge between internal stakeholders, business units, and external vendors/Alfresco Support
• Skills in participating in change management advisory boards (CAB) to review and approve changes impacting the Alfresco environment
• Competency in providing regular status reports, SLA metrics, and operational health summaries to senior management
• English proficiency at an Upper-Intermediate level (B2) or higher