IncubXperts - Tier 2 Support Engineer - Incident Management

Description :

Job Title : Tier 2 Support Engineer.

Type : Full-time.

Shift : 24x7 rotational (including weekends).

Working hours : 2 Shifts between 8 PM EST to 8 AM EST (i. 5 : 00 AM IST to 6 : 00 pm IST).

About the Role :

We are looking for a Tier 2 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 :

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.

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.

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.

Additional 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 :

- 3 to 8 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).

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