Senior Application Support Engineer – AI Products & Agents

At Lilly, the work is demanding because patients are waiting. We unite caring with discovery to help make life better for people around the world, knowing that every decision, every detail, and every day matters. Headquartered in Indianapolis, Indiana, our over 50,000 employees around the globe take on complex challenges to discover and deliver life-changing medicines, strengthen how health is understood and managed, and support the communities we serve. This is hard, urgent, selfless work—but it’s work worth doing. If you’re driven by purpose and ready to bring your best to work that truly matters for patients, we invite you to join us.

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 Application Support Engineer – Operations Job Level: R2

Role Summary

As a Senior Application 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 a 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. 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 pro…