Tier 3 Support Lead/L3 Support Lead

Job Title: Tier 3 Support Engineer Type:  Full-time Shift:  24x7 rotational (including weekends) Working hours  : 2 Shifts between  8 PM EST   to 8 AM EST (i.e. 5:00 AM IST to 6:00 pm IST )     About the Role We are looking for a Tier 3 Support Engineer/L3 Support Engineer  to join our engineering and support team. This role requires strong technical troubleshooting abilities, especially in managing real-time production issues for enterprise-grade applications. You will be responsible for monitoring system health, triaging incidents, coordinating escalations, and ensuring prompt resolution. In addition to monitoring and incident management, you will also participate in continuous improvement initiatives and contribute to bug fixing or testing activities during non-incident periods.   Key Responsibilities   1. System Monitoring & Incident Detection Monitor system health through dashboards, alerts, and logs across  Azure Cloud environments . Use tools such as  Azure App Insights  and  Redgate SQL Monitor  to proactively detect issues. Track and triage incoming tickets, especially client-reported “Critical” or “Sev 1” incidents.   2. Incident Management & Resolution Perform initial triage, root cause analysis, and coordinate timely escalations to senior engineers. Declare  Severity 1 (critical outage)  or  Severity 2 (major functional issue)  incidents and initiate War Room procedures.Collaborate closely with product engineering teams for validation and resolution. Ensure detailed documentation of incident timelines, resolutions, and preventive measures.   3. Continuous Improvement Suggest and implement improvements in alerting, monitoring, and escalation workflows. Identify recurring patterns to propose preventive solutions. Participate in performance reviews and operational excellence initiatives.   4. Maintenance Responsibilities Support engineering teams with  bug fixing, validation testing , and regression verification when available. Contribute to knowledge base articles, SOPs, and troubleshooting guides.   Types of Issues Typically Managed (Example Scenarios): The candidate should have prior experience managing and resolving the following types of issues:   Sev 1 – Client unable to access solution or key features. Environment-related issues – configuration mismatches, deployment errors, or permission conflicts. Data-related problems – requiring strong SQL querying, debugging, and validation skills. Import or integration failures – troubleshooting middleware components, APIs, and connectivity issues. Product configuration and customization errors . Requirements Mandatory Skills & Experience 6-10 years of experience in  Production / Application Support  roles (preferably for SaaS or enterprise software). Strong understanding of  incident management processes  and escalation handling.   Technical proficiency: Strong  SQL skills  (query optimization, debugging data issues). Working knowledge of  C# / .NET-based applications  for debugging and code tracing. Good grasp of  Azure Cloud Services ,  Azure App Insights , and  SQL Monitoring tools  (e.g., Redgate). Azure Network configuration  Experience troubleshooting  integration, connectivity, and environment-level issues . Exposure to  API debugging ,  middleware technologies , and  cloud networking fundamentals . Excellent analytical, communication, and problem-solving skills. Willingness to work in  24x7 rotational shifts , including weekends.   Preferred Skills & Qualifications Experience working with   log analysis tools , and  alerting systems . Familiarity with  software development and QA processes . Prior experience in a  software product organization  or  managed services environment . US B1/2 visa (for senior role) Scrum agile certified