Technical Support Engineer

Our team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere. Apply today!

Job Details

This role is in support of Cencora's veterinary and livestock production solutions marketed through our MWI Animal Health business. MWI Animal Health is a leading brand of Cencora, offering animal health services globally.

Role Summary

We’re looking for a Technical Support Engineer to manage and resolve tickets escalated from 1st Line/Support on a 12 month fixed term contract. You’ll provide remote, customer-facing technical support, owning incidents through to resolution while working closely with 1st Line, 2nd Line, Engineering, and Data teams. The role is heavily focused on SQL Server troubleshooting and database support, alongside investigation of application and infrastructure issues using logs, monitoring, and cloud tooling.

Location: Remote (UK) with flexibility and willingness to travel to the South for team meetings, customer visits, and occasional in-person collaboration when required.

Contract Type: 12 month Fixed Term Contract (FTC)

Key Responsibilities

• Own and manage a queue of escalated incidents, prioritising, resolving efficiently, and reassessing workload daily (including reassignment where appropriate).
• Provide escalation support for SQL Server/database issues, including investigation, remediation, and performance improvements.
• Perform SQL data analysis and cleansing, bulk corrections, and targeted data fixes.
• Troubleshoot database errors, backup/maintenance issues, capacity/limit alerts, and performance concerns (e.g., deadlocks, high resource queries).
• Investigate Azure-related outages/incidents using available tooling and reporting (including New Relic, logs, and cloud diagnostics).
• Monitor alerts and investigate incidents via New Relic & Opsgenie as part of an out-of-hours rota, using logs, metrics, and traces to identify root cause and impact.
• Read and interpret data logs (e.g., application logs, WildFly logs, SQL logs) to isolate issues and propose fixes/workarounds.
• Follow Change Enablement/Change Management processes for fixes and maintenance activities.
• Apply Problem Management practices to identify workarounds, root cause, and prevention actions.
• Use remote connection tools to access customer environments and deliver resolutions within agreed SLAs (including calling customers as needed).
• Communicate clearly with customers about issues, progress, impact, and resolution plans – translating technical findings into understandable updates.
• Create and maintain knowledge base articles and technical documentation to improve future resolution times.
• Collaborate with peers and provide coaching/mentoring to junior team members.
• Flexibility to complete evening work for data fixes that can’t be performed during core business hours.
• Attend team meetings and participate in occasional site visits (customer meetings or on-site investigations).

Skills & Education Required

• Strong Microsoft SQL Server experience (e.g., query analysis, Query Store, deadlocks, high resource processes, data investigation and reporting).
• Excellent understanding and experience of database management systems and SQL as a standard language for working with databases.
• Knowledge of Microsoft Azure environments.
• Ability to read and understand data logs (e.g., application/server logs) and use evidence-based troubleshooting to reach resolution.
• Experience with monitoring and alerting tools such as New Relic and Opsgenie.
• Ability to read Java for troubleshooting and isolating issues; basic understanding of JavaScript and HTML.
• Understanding of Windows Server environments and hardware configurations/troubleshooting.
• Understanding of APIs and ability to use Postman to test APIs.
• Understanding of the software development lifecycle.
• TCP/IP fundamentals.
• Backup and recovery concepts and database maintenance.
• Excellent communication skills (written and verbal) with the ability to communicate at all levels.
• Strong problem-solving and critical analysis skills, with good time management and workload prioritisation.
• Experience writing technical documentation and maintaining knowledge base articles.
• Experience or understanding of Change Enablement (Change Management) and Problem Management practices.