Sr Support Engineer - Application Support/Azure/GenAI/ML

What youll do:

• Delivers excellent customer experience by driving resolution of customer issues of high complexity and criticality including non-functional / performance related issues.
• provides direction and inputs for Root Cause analysis and proposes prevention ideas.
• guides/assists team members to resolve medium complexity issues.
• Proactively implements Advanced Quality Prevention” quality plans including but not limited to regular and proactive solution health monitoring process, tools and procedures validation frameworks post application patching, upgrades and maintenance
• Guides the team to plan and implement “early detection and resolution” as well as “outflow and recurrence prevention” quality strategies
• Drives/leads resolution of escalated and complex issues in collaboration with multiple BY and customer stakeholders.
• Keeps a track of adoption and consumption numbers and analyzing the trends and providing inputs for improvement.
• Owns solution for customers.
• Positively and proactively collaborates with TAM to drive CSM to support plans to improve SAAS consumption, adoption, and business value
• Consistently achieves high customer satisfaction and makes positive impact on NPS scores by displaying end-to-end ownership, engagement, and pro-activeness
• Monitor and correct solution performance, stability, and sizing during customer roll-out phase
• Early engagement in customer implementation projects including agile/multi-sprint projects
• to provide inputs during project phases to improve scalability, reliability, operability, and profitability of solution
• to gain very good understanding of customer business process, solution, and architecture
• to ensure seamless delivery continuum into Operate through phased go-lives.
• demonstrate high competency in end to end solution architecture, performance engineering and relevant SaaS tools and technologies OR business processes and industry domain
• act as Senior Subject Matter Expert providing mentorship to Support Engineers, delivers product/technical trainings and as JIRA Gatekeeper to review and prevent inflow of WAD JIRA to PD.

What we are looking for:

• Bachelor’s degree (STEM preferred) and minimum 5 to 8 years of experience in Customer Support or Product Support

• OS & Platform

  : Windows Server (2012/2016/2019), Azure/AWS/GCP or any OnPrem Data centers

• Java/.net Application Troubleshooting

  : Log analysis, exception tracing, thread/heap dumps

• Web & App Servers

  : Apache Tomcat, WebLogic, IIS etc

• Scripting

  : PowerShell, Python or any scripting language

• Databases

  : SQL Server, Oracle – basic SQL for issue tracing

• Networking Basics

  : Ports, firewalls, load balancer flow understanding

• Monitoring & Logging Tools

  : Splunk, AppDynamics or any relevant tools

• ITSM & Ticketing

  : ServiceNow, JIRA
• Experience with

  Splunk

  for log monitoring and alert setup
• Familiarity with

  AppDynamics

  or similar APM tools for performance troubleshooting

• Azure Basic/Administrator

  certification or hands-on cloud admin experience
• Understanding of

  Generative AI

  concepts and tools (e.g., GitHub Copilot)
• Exposure to microservices, REST APIs, JSON/XML
• Experience in applying

  AI-powered analytics tools

  for operations performance monitoring and forecasting.
• Exposure to

  AI-based process automation

  to streamline repetitive tasks and improve efficiency.
• Familiarity with

  Generative AI tools

  for documentation, reporting, and knowledge management