Associate Systems Support Engineer

This is a fully remote position, open to applicants in India.

📋 Description

• Provide assistance with daily technical challenges and issues.

• Engage in the initiation and planning stages of organizational projects.

• Install, implement, configure, upgrade, and enhance application systems and databases for software development and QA environments.

• Deliver exceptional client services and monitor ongoing client issues until resolution.

• Conduct weekly/monthly client reports and presentations.

• Serve as the main point of contact for clients regarding application and database performance concerns.

• Utilize AppDynamics to oversee and assess application performance.

• Identify and qualify issues and bugs, facilitating their remediation and resolution.

• Track identified problems and solutions, ensuring resolution across the client base.

• Analyze, troubleshoot, and resolve intricate application and database performance challenges.

• Recognize known issues, transform them into alerts, and create operational workflows with operational teams.

• Prepare technical and operational procedure documentation.

• Participate in weekly/daily technical and leadership meetings to provide progress reports.

• Operate in a 24/7 operational environment with rotational shifts.

⛳️ Requirements

• Over 1 year of experience in supporting and monitoring application performance management tools.

• Proficient with Dynatrace, AppDynamics, New Relic, or similar application performance management tools.

• Experience with Windows Server infrastructure and support for .NET-based applications.

• Familiarity with IIS, worker process threads, web.config, certificate binding, and Event Logs.

• Understanding of server performance metrics such as CPU, memory, queue length, MSMQ, I/O, page writes, and Perfmon.

• Knowledge of Windows Cluster, COM+, and Log Parser.

• Basic understanding of networking and Azure Monitoring.

• Intermediate to advanced SQL skills, including SQL Jobs, SQL queries, blocking, and Always On.

• Experience with ITSM tools like Service Desk/ServiceNow.

• Basic understanding of the ITIL framework.

• Experience providing international support, preferably in the US or Europe.

• Proficient in verbal and written English.

• Bachelor’s degree in Computer Science or IT.

• Strong interpersonal and written/verbal communication abilities.

• Relevant IT certification is a plus.

🏝️ Benefits

• Full-time employment.

• 24/7 operational environment with rotational shifts.