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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).
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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.
Benefit offerings outside the US may vary by country and will be aligned to local market practice. The eligibility and effective date may differ for some benefits and for team members covered under collective bargaining agreements.
Full timeCencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.
The company’s continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.
Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email hrsc@cencora.com. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned