Software Support Engineer

Responsibilities

• Provide Tier 3 technical support for applications, telemetry services, monitoring platforms, and infrastructure operations solutions.
• Investigate and resolve complex application, database, connectivity, authentication, configuration, networking, deployment, and service dependency issues.
• Support incident response, service restoration, root-cause analysis, corrective actions, and an on-call rotation when required.
• Develop, maintain, debug, and enhance applications, services, APIs, integrations, and automation using C#, .NET, and SQL.
• Support code reviews, testing, release validation, deployments, patching, hotfixes, and secure configuration changes.
• Administer and troubleshoot Microsoft SQL Server, including performance tuning, query optimization, security, backup and recovery, and high availability.
• Troubleshoot Windows operating systems, Windows services, IIS configurations, application deployments, certificates, authentication, and service dependencies.
• Use Azure DevOps for source control, work item tracking, release coordination, and deployment activities.
• Create technical documentation, troubleshooting guides, operational runbooks, deployment checklists, standard operating procedures, and known-issue records.
• Analyze incident trends, telemetry, and support metrics to improve reliability, observability, automation, security, and service recovery.
• Collaborate with software engineering, infrastructure, and operations partners to resolve issues and support new solutions.

Requirements

• Experience developing, maintaining, testing, debugging, or supporting applications using C# and .NET.
• Hands-on experience with Microsoft SQL Server, SQL queries, T-SQL, database troubleshooting, performance tuning, and relational database concepts.
• Working knowledge of Windows operating systems, application services, configurations, deployments, logs, and technical troubleshooting.
• Experience diagnosing production application issues, investigating root causes, and supporting service restoration.
• Understanding of software development and release practices, including testing, code reviews, deployments, patching, and application maintenance.
• Ability to develop technical documentation, troubleshooting procedures, and operational runbooks.
• Strong analytical, problem-solving, written communication, and cross-functional collaboration skills.
• Preferred experience with production services, enterprise applications, telemetry pipelines, monitoring solutions, or infrastructure management platforms.
• Preferred experience administering SQL Server high availability and disaster recovery configurations, including Always On Availability Groups and Windows Server Failover Clustering.
• Preferred familiarity with Microsoft Azure, IIS, ASP.NET, SSRS, Active Directory, Azure DevOps, PowerShell, SharePoint, secure configuration, and Windows-based application environments.
• Preferred knowledge of object-oriented programming using C#, C++, Visual Basic, VB.NET, or related technologies.
• Preferred exposure to ICS, BAS/BMS, EPMS, SCADA, PLCs, or data center infrastructure monitoring.
• A degree in Computer Science, Computer Engineering, or a related technical field, or equivalent practical experience.
• Previous experience supporting large-scale enterprise environments, handling high-severity incidents, or participating in on-call rotations is preferred.

Benefits

• Remote position.
• Medical, dental, and vision coverage may be available.
• Flexible Spending Account may be available.
• 401(k) retirement plan.
• Competitive paid time off.
• Parental leave.
• Professional growth and development opportunities.
• Benefits and eligibility vary by role, employment status, and location.