Senior Technical Support Engineer - Remote

Overview

We are seeking a proactive and detail-oriented Technical Support Engineer to join our support operations team. In this role, you will provide Tier 3 support for deployed applications, monitor system dashboards and alerts, and collaborate with advanced support and R&D teams to ensure high availability, performance, and reliability of our services. This is a 24x7 rotational support role critical to maintaining seamless global operations.

In Short

• Monitor and manage production environments using tools like Azure Monitor, Application Insights, Grafana, and Kibana.
• Respond to Azure alerts, investigate telemetry and logs, and identify root causes of application issues.
• Troubleshoot REST APIs using Postman, diagnose request/response failures, and validate integrations.
• Perform log analysis and diagnostics using Kibana and Application Insights.
• Collaborate with Tier 4 support and R&D to escalate and resolve complex incidents.
• Ensure accurate and timely resolution of issues within defined SLAs and KPIs.
• Contribute to the creation of runbooks, knowledge base articles, and standard operating procedures (SOPs).
• Participate in 24x7 rotational shifts, including nights, weekends, and holidays.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or related field (B.E/B.Tech/BS).
• 3–5 years of experience in technical support, application monitoring, or cloud support services.
• Strong hands-on experience with Azure Cloud Services (Monitor, Alerts, Application Insights).
• Experience with Grafana and Kibana for metrics/logs visualization.
• Experience with Postman for API testing and troubleshooting.
• Good understanding of cloud-native web applications and microservices architecture.
• Familiarity with Linux/Unix systems and basic shell commands.
• Experience with ITSM/ticketing tools like ServiceNow, Jira, or Zendesk.
• Excellent communication, analytical thinking, and problem-solving skills.
• Willingness to work in a 24x7 rotational support model.

Benefits

• Join an ever-growing, market disrupting, global company with opportunities for learning and growth.
• Work in a fast-paced, collaborative, and creative environment.
• Enjoy a hybrid work model with flexibility for remote work.