Technical Support Engineer III

Bachelor’s degree in Computer Science, Engineering, or related field. 5+ years of experience in technical support or operations, with at least 2 years in a senior or escalation role. Expertise in troubleshooting complex production issues in high-availability environments. Solid experience with .NET Framework and ability to debug .NET applications. Proficiency in Python, PowerShell, or Bash for automation and operational tasks. Advanced knowledge of SQL for troubleshooting and performance tuning. Hands-on experience with AWS, Azure, or GCP. Familiarity with Datadog, PagerDuty, New Relic, or similar tools. Understanding of CI/CD pipelines and release processes. Knowledge of leveraging AI/ML for anomaly detection, predictive monitoring, and automating repetitive tasks. Ability to interpret logs, analyze performance metrics, and identify bottlenecks. Excellent communication skills and ability to work in a 24/7 support model.

Serve as primary escalation point for L1/L2 support on high-impact production issues. Analyze and resolve problems across endpoints, networking, cloud services, and enterprise applications. Perform detailed root cause analysis and develop preventative actions. Create automation scripts/tools. Manage IAM systems (e.g., Azure AD/Entra ID). Oversee ticket lifecycle in Jira Service Management (or similar). Develop and maintain knowledge base articles, SOPs, and training content. Collaborate with software engineering, network, and cloud teams. Provide guidance and best practices in a remote-first, cloud-first environment.