• The Technical Support Engineer is responsible for delivering first-level technical support to end-users, ensuring smooth operation and high availability of software applications. This role involves diagnosing and resolving technical issues, collaborating with development teams for escalations, and maintaining exceptional customer service standards. The position operates within a shift-based schedule to support 24/7 service availability and requires a strong technical foundation, analytical thinking, and a customer-centric mindset.

Key Roles and Responsibilities

• Provide accurate and timely support for customer inquiries related to software usage and troubleshooting, responding within SLA during assigned shifts.
• Monitor software applications to ensure functionality and performance, addressing issues promptly.
• Respond to malfunction alerts based on priority, ensuring adherence to SLA response times.
• Maintain and update a knowledge base with detailed steps for resolving common issues.
• Collaborate with development and quality assurance teams to report software malfunctions and help implement solutions within SLA.
• Generate and distribute weekly and monthly reports on system performance.
• Escalate unresolved technical issues to higher-level support teams and ensure they are resolved in a timely manner.
• Log all customer interactions and technical solutions accurately in the service management tool.
• Conduct customer meetings to understand issues and provide effective solutions.
• Regularly update and refine system documentation to assist both customers and internal teams during deployment and operation.
• Monitor transactions to ensure completion within agreed timeframes, escalating delays as necessary.
• Manage and optimize tools like AWS, MS Azure, Grafana, and PagerDuty.
• Set up and support internal users’ hardware and software needs.
• Provide first-level support for office network issues.
• Ensure that all system components within the environment are covered by an antimalware solution.
• Conduct semi-annual reviews of all user and vendor accounts to ensure access aligns with job functions, address any inappropriate access, and obtain management approval.
• Ensure that daily incremental and weekly full backups, as well as periodic restoration of backup files to validate integrity and recovery capability, are carried out.
• Maintain a centralized and up-to-date asset inventory by documenting asset details, reviewing access controls, and conducting regular audits for accuracy and accountability.
• Regularly applying OS patches as per a defined schedule or emergency when vulnerabilities are disclosed.
• Participate in employee onboarding by training new junior hires on system usage, troubleshooting procedures, and support workflows.
• Engage in ongoing professional development to stay current with industry trends.
• Perform any other duties as required to support the business in response to evolving needs, changes, and growth.

Knowledge, Skills, and Experience Required

• Bachelor’s degree in Computer Science or a related technical field.
• Minimum of 2 years of experience in software or application support roles.
• Proficient in software troubleshooting and technical support.
• Understanding of IT service management and familiarity with tools like ServiceNow or Jira.
• Familiarity with AWS, Azure, and monitoring software.
• Adaptability to shift work and flexible schedules.
• Excellent communication and interpersonal skills.
• Strong analytical skills and a solution-oriented approach to challenge

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Key Roles and Responsibilities

• Lead the technical design and development of scalable, secure, and high-performance software systems using .NET Framework, .NET Core, and modern architectural patterns such as microservices.
• Drive cloud-native development and deployment using platforms like Microsoft Azure or AWS, leveraging services such as Azure App Service and AWS Lambda.
• Design and implement robust RESTful APIs to enable seamless system integrations and efficient data exchange.
• Drive the design and integration of high-performance databases including SQL Server, MySQL, PostgreSQL, and Entity Framework (EF/Core) to maximize system scalability, speed, and reliability.
• Champion DevOps practices, including CI/CD pipelines, Git version control, Docker, and Kubernetes for automated builds, testing, and deployment processes.
• Ensure code quality and security by enforcing coding standards, implementing secure development practices (e.g., OAuth, JWT), conducting rigorous code reviews, and using automated testing strategies.
• Continuously explore emerging technologies and frameworks to enhance system capabilities, development efficiency, and innovation.
• Proactively identify and implement improvements to system performance, scalability, and security.
• Resolve critical bugs and technical issues in a timely manner, adhering to defined service level agreements (SLAs).
• Maintain and enhance existing software features to align with evolving customer requirements and business objectives.
• Oversee the deployment of software releases across live and test environments, ensuring stability, consistency, and minimal disruption.
• Create and maintain comprehensive technical documentation for systems, APIs, and codebase changes.
• Conduct ongoing research to identify opportunities for product innovation and contribute to the strategic vision for product development.
• Provide mentorship and guidance to junior engineers, promoting their professional development and technical skills.
• Collaborate with project managers, designers, UX professionals, systems analysts, QA engineers, sales, and marketing teams to ensure successful project execution and delivery.
• Offer technical support to the first-level support team and assist with customer inquiries or issues as needed.
• Support the Head of Technology in delivering complex projects and high-priority initiatives.
• Stay updated on the latest technologies, industry developments, and software
• engineering best practices.
• Pursue continuous professional growth through workshops, conferences, certifications, and self-directed learning
• Lead technical interview sessions throughout the hiring process to evaluate candidate expertise and secure top engineering talent.
• Lead new-hire onboarding by delivering targeted technical training sessions and orchestrating comprehensive departmental orientation to accelerate integration and productivity.
• Maintain assigned system components in the environment, including updates, patches, and performance monitoring.
• Manage the security of data in transit through encryption and use of secure protocols, in collaboration with the DevOps and Information security engineers.
• Support the management of security vulnerabilities by assisting in vulnerability scanning, remediation, and patching, in coordination with the Security & Compliance Analyst.
• Collaborate with the DevOps and Information Security Engineers to manage and review audit logs, ensuring accountability and system integrity.
• Participate in daily stand-ups, planning meetings, and retrospectives to learn agile development rhythms.
• Perform any other duties as required to support the business in response to evolving needs, changes, and growth.

Requirements

Qualifications

• Bachelor’s degree in Computer Science, Engineering, or related field; certifications in .NET or cloud technologies are a plus.
• 6+ years of hands-on .NET/.NET Core development experience, with a track record of building scalable applications.
• Experience in financial services or payments is preferred.
• Skilled in ASP.NET MVC/Core, web security, and client-server interaction.
• Proficient in database integration (SQL Server, MySQL), including query optimization and schema design.
• Hands-on experience deploying .NET applications to cloud platforms (Azure, AWS), utilizing cloud-native services.
• Background in Agile (Scrum, Kanban), with active participation in sprint cycles and iterative delivery.

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