Support Engineer 2
Core
Provide Tier 2 technical support and stability for enterprise SaaS solutions, resolving moderate-complexity incidents and driving customer adoption.
Role type
Senior IC Support Engineer (SaaS/Cloud)
Builds
Enterprise SaaS solutions on Azure
Domain
Retail/Supply Chain SaaS, Cloud Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
SQL/Oracle query optimization, API/Middleware troubleshooting, Application debugging, Mobile app troubleshooting, Observability tools (AppDynamics, Splunk), Azure cloud services, CI/CD pipelines, PowerShell/Python scripting, Kubernetes, IIS/Tomcat troubleshooting
Preferred skills
Knowledge of customer industry domain, Application performance engineering, Knowledge-Centered Support (KCS) creation, Process automation
Technologies
Azure, SQL, Oracle, MuleSoft, AppDynamics, Splunk, Prometheus, GitHub, Jenkins, Kubernetes, IIS, Tomcat, Wireshark, Perfmon, ASP.NET, Java
Responsibilities
Resolve end-to-end customer cases with moderate complexity, Monitor application health and prevent incidents, Create knowledge articles and mentor team members, Implement operational improvements and automation, Provide 24x7 shift coverage including out-of-hours support, Troubleshoot multi-layered solution architectures and cloud deployments
Seniority
Mid-Senior, hands-on IC