Software Support Engineer - US Time Zone

Software Support Engineer – US Time zone 

About the Role 

We are looking for a Software Support Engineer with a strong foundation in computer science, experience in helpdesk and technical support, and exposure to Microsoft technologies including .NET and Azure. The ideal candidate will manage L1 and L2 support requests, triage issues effectively, and collaborate with engineering teams to maintain high availability and performance of enterprise-grade software systems. This role requires excellent communication skills, a problem-solving mindset, and the ability to work independently in a high-performance, customer-centric environment aligned with US business hours. 

Key Responsibilities 

• Provide Level 1 and Level 2 technical support for enterprise software platforms across web, desktop, and cloud environments. 
• Serve as the first line of response for helpdesk tickets, customer inquiries, and incident alerts using ticketing platforms like Jira Service Desk or Zendesk. 
• Troubleshoot Golang and .NET-based applications and escalate complex issues to engineering or infrastructure teams. 
• Investigate, reproduce, and document software bugs and deployment issues. 
• Support cloud-based environments hosted on Microsoft Azure, including VM status, App Services, Azure Monitor alerts, storage, and networking. 
• Perform routine maintenance tasks, configuration updates, and environment health checks in production and UAT environments. 
• Work closely with developers and QA teams to identify root causes and ensure quick resolution of technical issues. 
• Monitor system performance and availability using Azure Monitor, Application Insights, and logging tools. 
• Perform basic PostgreSQL database support including query troubleshooting, connection issues, schema checks, and backup verification. 
• Create and maintain clear support documentation, standard operating procedures (SOPs), and knowledge base articles. 
• Communicate technical findings and workarounds to customers in clear, fluent English via email, calls, and virtual support sessions. 

Required Qualifications 

• Bachelor’s degree in Computer Science, Information Technology, or a related field. 
• Minimum 3 years of experience in a technical support/helpdesk engineer role, with L1/L2 responsibilities. 
• Proficient in Golang and .NET application environments, debugging errors, and understanding software architecture fundamentals. 
• Working knowledge of Azure infrastructure services: App Services, Azure VMs, storage accounts, networking (NSGs/VNETs), Azure CLI, and security principles. 
• Experience with ticketing systems, monitoring dashboards, remote desktop tools, and error log analysis. 
• Excellent spoken and written English communication skills – able to clearly explain issues, workarounds, and updates to both technical and non-technical audiences. 
• Strong customer service orientation with a sense of ownership and urgency. 

Preferred Qualifications 

• Microsoft Certified: Azure Fundamentals or Azure Administrator Associate. 
• Familiarity with DevOps practices, CI/CD pipelines, or automation tools. 
• Experience with log aggregation tools such as Log Analytics, Seq, or ELK. 
• Understanding of networking concepts, Windows Server, and database connectivity issues (SQL Server). 

Shift Requirements 

• Must be able to work in US business hours (PST or EST time zones). 
• Availability for on-call support rotations and critical incident escalation handling. 

Why Join Us 

• Work with a global, fast-paced team modernizing enterprise software solutions. 
• Exposure to real-world, large-scale .NET and Azure implementations. 
• Opportunity to grow into DevOps, SRE, or Infrastructure Engineering roles. 
• Competitive compensation, learning incentives, and performance-based growth.