Tier 2 Support Engineer

Job Title: Tier 2 Support Engineer

Type:

Shift:

Working hours  : 2 Shifts between  8 PM EST  to 8 AM EST (i.e. 5:00 AM IST to 6:00 pm IST)

About the Role

Tier 2 Support Engineer

Key Responsibilities

1. System Monitoring & Incident Detection

• Monitor system health through dashboards, alerts, and logs across 

  Azure Cloud environments

  .
• Use tools such as 

  Azure App Insights

   and 

  Redgate SQL Monitor

   to proactively detect issues.
• Track and triage incoming tickets, especially client-reported Critical or Sev 1” incidents.
  

2. Incident Management & Resolution

• Perform initial triage, root cause analysis, and coordinate timely escalations to senior engineers.
• Declare 

  Severity 1 (critical outage)

   or 

  Severity 2 (major functional issue)

   incidents and initiate War Room procedures. Collaborate closely with product engineering teams for validation and resolution.
• Ensure detailed documentation of incident timelines, resolutions, and preventive measures.
  

3. Continuous Improvement

• Suggest and implement improvements in alerting, monitoring, and escalation workflows.
• Identify recurring patterns to propose preventive solutions.
• Participate in performance reviews and operational excellence initiatives.
  

4. Additional Responsibilities

• Support engineering teams with 

  bug fixing, validation testing

  , and regression verification when available.
• Contribute to knowledge base articles, SOPs, and troubleshooting guides.
  

Types of Issues Typically Managed (Example Scenarios):

• Sev 1 – Client unable to access solution or key features.
• Environment-related issues – configuration mismatches, deployment errors, or permission conflicts.
• Data-related problems – requiring strong SQL querying, debugging, and validation skills.
• Import or integration failures – troubleshooting middleware components, APIs, and connectivity issues.
• Product configuration and customization errors

  .

Requirements

Mandatory Skills & Experience

• 3-8 years of experience in 

  Production / Application Support

   roles (preferably for SaaS or enterprise software).
• Strong understanding of 

  incident management processes

   and escalation handling.

Technical proficiency:

• Strong 

  SQL skills

   (query optimization, debugging data issues).
• Working knowledge of 

  C# / .NET-based applications

   for debugging and code tracing.
• Good grasp of 

  Azure Cloud Services

  , 

  Azure App Insights

  , and 

  SQL Monitoring tools

   (e.g., Redgate).
• Azure Network configuration 
• Experience troubleshooting 

  integration, connectivity, and environment-level issues

  .
• Exposure to 

  API debugging

  , 

  middleware technologies

  , and 

  cloud networking fundamentals

  .
• Excellent analytical, communication, and problem-solving skills.
• Willingness to work in 

  24x7 rotational shifts

  , including weekends.

Preferred Skills & Qualifications

• Experience working with  

  log analysis tools

  , and 

  alerting systems

  .
• Familiarity with 

  software development and QA processes

  .
• Prior experience in a 

  software product organization

   or 

  managed services environment

  .
• US B1/2 visa (for senior role)