Senior Support Engineer

Lyric is an AI-first, platform-based healthcare technology company committed to simplifying the business of care. The Senior Support Engineer will help customers succeed on the cloud-based application by owning escalated issues, conducting root-cause analysis, and collaborating with engineering to implement fixes and improvements.

Responsibilities:

• 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.Outcomes: measurable improvements in time-to-mitigation, time-to-resolution, and CSAT on escalated cases
• Deep troubleshooting and root-cause analysis
• Use observability tools to investigate failures and performance regressions (logs, traces, metrics). For Azure-based systems, this commonly involves Azure Monitor / Application Insights / Log Analytics workflows. Debug .NET/C# services (locally and in controlled production scenarios) to identify code, configuration, or dependency causes.Outcomes: consistent delivery of high-quality RCA write-ups (what happened, why, customer impact, and prevention plan) and reduced repeat incidents
• SQL Server / data-layer investigation
• Write and optimize T-SQL queries to validate data integrity, reproduce issues, and assess impact.Use SQL Server Management Studio (SSMS) daily to inspect schemas, analyze queries, and gather evidence. Outcomes: faster diagnosis of data-related issues; fewer incidents caused by bad data or query regressions
• Production support with strong safety and judgment
• Safely access production systems following runbooks and least-privilege practices; document actions taken and results.Identify when escalation to engineering/on-call is required vs. when the issue can be resolved within support.Outcomes: correct severity calls, minimal operational risk, clear audit trail
• Engineering partnership and continuous improvement
• File high-signal bug reports (repro steps, logs, impact, suspected commit/component) and collaborate with engineering through to closure.For smaller issues, implement low-risk code fixes (e.g., defensive checks, better error handling, logging improvements) and follow PR standards.Create/update runbooks and knowledge base articles to shift repeated work left.Proactively monitor the health of our environment: identify, escalate, and resolve issues to minimize downtime and incidents.Outcomes: reduced backlog of recurring issues; improved self-service and Tier 1/2 deflection

Requirements:

• 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
• Experience supporting production workloads on AWS
• Hands-on troubleshooting in Kubernetes environments and familiarity with how applications are exposed and routed inside a cluster
• Practical container experience with Docker
• Proficiency working with DataDog (metrics, dashboards, monitors/alerts)
• Experience querying and troubleshooting PostgreSQL
• Familiarity with Snowflake
• Familiarity with Azure DevOps (repos, PRs, pipelines) and CI/CD fundamentals
• SQL performance tuning experience