Technical Support Engineer

Job Summary:

We are seeking a Technical Support Engineer – Hosting Operations to support application installations, upgrades, and ongoing maintenance across hosted environments. This role is responsible for executing deployments through Azure DevOps (ADO) release pipelines, troubleshooting technical issues, contributing to automation initiatives, and providing 24×7 production support to ensure high service availability and customer satisfaction.

This position requires strong technical troubleshooting skills, experience with release management, and the ability to collaborate across DevOps, Infrastructure, CAT, and Dev Support teams.

Job Description:

Key Responsibilities

Application Installation & Upgrades

• Perform application installations, upgrades, and configuration across Customer test and production environments.
• Execute deployment activities using Azure DevOps release pipelines.
• Follow change management processes to ensure safe and reliable releases.
• Validate deployments and coordinate with the cross-functional teams.

Release & Deployment Support

• Monitor and manage CI/CD pipelines to ensure successful releases.
• Troubleshoot deployment failures and environment-related issues.
• Maintain deployment documentation, runbooks, and standard operating procedures.
• Collaborate with DevOps teams to improve deployment reliability.

Technical Support (24×7 Operations)

• Provide L2/L3 technical support for hosted applications and infrastructure.
• Participate in on-call rotations for incident response and resolution.
• Investigate production issues, perform root cause analysis, and recommend preventive actions.
• Ensure adherence to SLA commitments and incident management processes.

Collaboration & Communication

• Work closely with cross-functional teams including Infrastructure, DevOps, , and Product Engineering.
• Provide timely updates during incidents, maintenance windows, and releases.
• Document known issues, resolutions, and best practices.

Required Qualifications

• 3+ years of experience in technical support, hosting operations, or application support roles.
• Experience deploying and supporting enterprise applications.
• Strong troubleshooting skills across application, server, and networking layers.
• Familiarity with Windows/Linux server environments.
• Understanding of change management and release processes.
• Willingness to work in a 24×7 support model, including on-call rotations.

Preferred Qualifications

• Experience with scripting/automation (PowerShell, Bash, Python, etc.).
• Familiarity with cloud platforms (Azure).
• Knowledge of monitoring and alerting tools.
• Experience supporting database-driven applications (Oracle/SQL Server).
• ITIL certification or familiarity with ITIL practices.