Senior Product Support Engineer

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

📋 Description

• Act as a senior product support expert, aiding clients by diagnosing, troubleshooting, and resolving intricate technical problems.

• Manage support cases from start to finish, which includes investigation, communication, resolution, and follow-up.

• Troubleshoot challenges related to application behavior, data, integrations, and system usage.

• Effectively communicate findings, progress updates, and resolutions to clients and internal stakeholders.

• Document support cases, root causes, and resolutions in a structured and consistent format.

• Proactively monitor system health and availability utilizing established monitoring and alerting tools.

• Respond to system alerts and anomalies in collaboration with TechOps.

• Support and validate infrastructure changes (e.g., maintenance windows, releases, configuration updates) to ensure they do not adversely affect clients.

• Engage in incident response and post-incident review activities as necessary.

• Collaborate with Engineering, Product, and TechOps to resolve issues and enhance product stability.

• Conduct root cause analysis and recommend preventive measures to decrease support volume.

• Take part in incident, change, and problem management processes.

• Identify areas for improvement in support workflows and platform reliability.

⛳️ Requirements

• Exceptional written and verbal communication skills in English.

• Extensive hands-on experience in product support, with the capability to independently resolve complex technical challenges.

• Strong background in supporting .NET applications hosted on Microsoft Azure in a production setting.

• Advanced SQL skills for data analysis, troubleshooting, and investigation purposes.

• Demonstrated ability to work directly with clients and manage intricate support cases.

• Excellent analytical, troubleshooting, and problem-solving abilities.

• Experience in reviewing logs, system metrics, and error messages for issue diagnosis.

• Working knowledge of Windows Server and IIS as they relate to application support.

• Familiarity with system monitoring and alerting tools in a production environment.

• Strong documentation discipline and meticulous attention to detail.

• Ability to collaborate effectively with Support, Engineering, and TechOps teams.

🏝️ Benefits

• Competitive salary and comprehensive benefits package.

• Opportunities for professional growth and development.

• Supportive and collaborative work environment.

• Flexible work hours and remote work options.