Senior Support Engineer

About This Role

Own and resolve incidents and requests for audit applications, troubleshooting technical issues in Azure PaaS services and Kubernetes, and collaborating with global teams to ensure resolution.

Responsibilities

• Own and resolve incidents and requests, working directly with end-users or local technicians to investigate, troubleshoot, debug, and resolve technical issues
• Reproduce issues, review logs, and conduct root cause analysis (RCA) with detailed documentation and recommended solutions
• Develop and maintain a deep understanding of the audit applications, their deployment architecture, and user workflows
• Monitor, investigate, and resolve issues in Azure PaaS services (Web Apps, SQL Databases, Azure Monitor, Application Insights, Log Analytics, KQL) and Kubernetes-hosted services
• Coordinate and escalate with global support teams, QA, operations, DBAs, domain specialists, platform teams, and third-party vendors such as Microsoft
• Provide regular status updates and coordinate incident handover across time zones
• Lead or participate in war rooms for critical incident resolution
• Create SQL data fix scripts to address escalated incidents and production data issues
• Author and maintain troubleshooting guides, FAQs, and process documentation in the knowledge repository
• Suggest and implement automation, monitoring, and self-healing mechanisms to improve application resilience
• Maintain effective communication with stakeholders during incidents to ensure confidence and transparency

Requirements

• Proficiency in Microsoft technology stack
• Hands-on experience with Azure Portal, Azure Monitor, Application Insights, Log Analytics, KQL, and PaaS resource troubleshooting
• Understanding of containerized applications and Kubernetes monitoring
• Familiarity with event logs, IIS logs, and other system logs for deep-dive troubleshooting
• Experience with ITSM tools (ServiceNow)
• Experience with ALM tools (Azure DevOps, SharePoint)
• Strong problem-solving skills, ownership mindset, and the ability to prioritize under pressure
• Excellent communication skills to interact with global teams and customers

Nice to Have

• Knowledge of DevOps practices (CI/CD pipelines, Infrastructure-as-Code using ARM/Bicep/Terraform)
• Experience with automation scripts using PowerShell or Azure CLI
• Exposure to cloud cost optimization and performance tuning in Azure
• Familiarity with AI-powered monitoring tools and predictive analytics for incident prevention
• Knowledge of security best practices for cloud-hosted applications

Skills

* Required skills