Customer-facing incident ownership (L3 escalation)
Own escalated cases from intake to resolution: triage, severity assessment, containment, fix/mitigation, and customer updates.
Translate ambiguous customer symptoms into testable hypotheses and actionable next steps.
Deep troubleshooting and root-cause analysis
Use observability tools to investigate failures and performance regressions (logs, traces, metrics).
Debug .NET/C# services (locally and in controlled production scenarios) to identify code, configuration, or dependency causes.
SQL Server / data-layer investigation
Write and optimize T-SQL queries to validate data integrity, reproduce issues, and assess impact.
Production support with strong safety and judgment
Safely access production systems following runbooks and least-privilege practices; document actions taken and results.
Engineering partnership and continuous improvement
File high-signal bug reports (repro steps, logs, impact, suspected commit/component) and collaborate with engineering through to closure.

Minimum of five (5) years in technical support, application support, production operations, SRE-adjacent support, or software engineering with significant on-call/incident responsibility.
Strong proficiency debugging C# / .NET applications (reading code, tracing execution, diagnosing exceptions, validating fixes).
Strong proficiency with SQL Server and T-SQL, including investigative querying and basic query performance awareness.
Hands-on experience with SSMS and routine database investigation workflows.
Practical experience using observability to troubleshoot production issues (logs/metrics/traces).
Familiarity with Azure Monitor / Application Insights is highly aligned with this role.
Working knowledge of Azure fundamentals (Azure Portal navigation, common services, deployments, identity/access concepts).
Experience working customer-facing escalations: clear written updates, expectation-setting, and technical explanations for mixed audiences.
Comfort operating in an incident process (ticketing, triage, comms, postmortems/RCA).
A solid grasp of cloud security and best practices and an understanding of compliance standards such as HIPAA and HITRUST.

Senior Support Engineer

Key skills