Tier 2 Support Engineer

IncubXperts TechnoConsulting Pvt Ltd

Job Location:

Pune - India

Monthly Salary: INR 6 - 15

Experience Required: 4-6years

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Job Title: Tier 2 Support Engineer

Type: Full-time

Shift: 24x7 rotational (including weekends)

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

We are looking for a Tier 2 Support Engineer to join our engineering and support team. This role requires strong technical troubleshooting abilities especially in managing real-time production issues for enterprise-grade applications. You will be responsible for monitoring system health triaging incidents coordinating escalations and ensuring prompt addition to monitoring and incident management you will also participate in continuous improvement initiatives and contribute to bug fixing or testing activities during non-incident periods.

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 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):
The candidate should have prior experience managing and resolving the following types of issues:

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)

Required Skills:

Desired Qualification/Requirements: Educational Background: Recent graduates in BBA/MBA (Marketing/IT) BCA/BSc (CS) BE (CS/IT) or Mass Communication with a tech inclination. Communication: Strong written and verbal English skills; ability to express thoughts clearly. Technology Curiosity: Eagerness to understand software delivery tools and platforms used in the company. Initiative & Ownership: Willingness to go beyond tasks ask questions and improve independently. Collaboration: Comfort working closely with multiple stakeholders; openness to feedback and iteration. Growth Path: This is an entry point into the Business Development team. Trainees who show initiative grasp both business and tech concepts well and contribute meaningfully to campaigns prospecting and proposals may transition to the Jr. BD Executive role within 1-3 months.

Job Title: Tier 2 Support EngineerType: Full-timeShift: 24x7 rotational (including weekends)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 RoleWe are looking for a Tier 2 Support Engineer to join our engineering and support team. This role requi...