Senior / Support Engineer

NetWeb Software; United States; Ibrido; USD 90.000 - 130.000; Tempo pieno

Descrizione del lavoro

NetWeb Software is seeking an experienced Senior Application Support Engineer to maintain stability of Microsoft .NET applications and SQL Server-backed services across production environments.

The role requires strong incident management, root-cause analysis, and collaboration with development, QA, and infrastructure teams. US business hours coverage and effective stakeholder communication are essential.

Competenze

• 5–8 years of experience in application support, production support, or related software engineering role.
• Bachelor’s degree in a related discipline; equivalent practical experience may be considered.
• Experience supporting enterprise web applications and handling production incidents.
• Willingness to work in a shift aligned with US business hours with required overlap.

Mansioni

• Provide L2/L3 application support for enterprise .NET applications.
• Investigate, troubleshoot, and resolve issues across app, API, service, and database layers.
• Analyze logs, configurations, and dependencies to identify incident causes.
• Own support incidents through resolution or escalation within SLAs.
• Coordinate with development, QA, and infrastructure teams during incidents.

Conoscenze

.NET

C#

SQL Server

ASP.NET MVC

Web API

REST / SOAP Services

Windows Services

IIS

Incident Management

Problem Management

SLA Management

Azure DevOps / Git

Formazione

Bachelor’s degree in Computer Science, Information Technology, Engineering, or related discipline

Descrizione del lavoro

NetWeb Software is seeking an experienced Senior Application Support Engineer with a strong technical background in Microsoft .NET applications, SQL Server, web services, and enterprise application support. The role is responsible for maintaining application stability, resolving production issues, investigating recurring problems, supporting deployments, and ensuring business-critical applications remain reliable and available. The candidate should work effectively with technical and business stakeholders, manage incidents within defined SLAs, and coordinate with development, QA, database, and infrastructure teams. This position requires coverage aligned with the US business hours, including agreed time-zone overlap and support as required.

Key Responsibilities

Application & Production Support

• Provide L2/L3 application support for enterprise applications built on Microsoft .NET technologies.
• Investigate, troubleshoot, and resolve application issues across application, API, service, and database layers.
• Analyze application behavior, logs, error messages, configurations, and service dependencies to identify incident causes.
• Own support issues through resolution or appropriate escalation, ensuring application availability and stability.
• Handle production incidents and service requests in accordance with agreed priorities and SLAs.

Incident, Problem & Change Management

• Manage incidents from initial assessment and triage through investigation, resolution, validation, and closure.
• Perform root cause analysis (RCA) for recurring or high-impact issues and recommend preventive actions.
• Coordinate with relevant teams during critical incidents and provide timely stakeholder updates.
• Support problem management, change requests, hotfixes, and controlled implementation of fixes.
• Monitor SLA commitments, response and resolution times, backlog, and operational support measures.
• Troubleshoot applications developed using C#, .NET Framework, .NET Core / modern .NET, ASP.NET MVC, and ASP.NET Web API.
• Investigate issues involving REST APIs, WCF, SOAP services, Windows Services, scheduled jobs, and application integrations.
• Understand application configuration, dependency injection, middleware, Entity Framework, LINQ, and asynchronous processing to diagnose support issues.
• Work with development teams on code-level analysis, defect fixes, hotfixes, and application enhancements where required.
• Support application upgrades, configuration changes, and technical improvements while considering compatibility and business impact.

Database & Data Support

• Use SQL Server queries to investigate application issues and validate data across related tables and processes.
• Analyze stored procedures, functions, views, joins, transactions, indexes, blocking, deadlocks, and query performance.
• Investigate data discrepancies, missing or duplicate records, and failed transactions; coordinate corrections through approved procedures.
• Support database deployments and data migration activities, including validation, reconciliation, and rollback coordination.
• Exposure to PostgreSQL or Oracle databases is an advantage.

Web Services, Integrations & Infrastructure Coordination

• Troubleshoot integrations and data exchanges between internal and external systems.
• Validate API endpoints, request/response payloads, authentication, connectivity, and service availability using Postman or similar tools.
• Coordinate with infrastructure and cloud teams on IIS, Windows services, server availability, network connectivity, certificates, and environment issues.
• Review application and server logs, monitoring alerts, and service health indicators to identify potential failures.
• Escalate infrastructure, database, or code-level issues with clear diagnostic evidence and impact details.

Release, Deployment & Environment Support

• Coordinate and support deployments across development, SIT, UAT, and production environments.
• Perform pre-deployment checks, configuration validation, post-deployment smoke checks, and production verification.
• Support rollback planning and execution in coordination with release and development teams.
• Use Azure DevOps, Git, or similar tools for work-item tracking, source control, and release coordination.
• Maintain deployment records, support runbook, known-error documentation, and operational procedures.

Stakeholder Communication & Documentation

• Communicate effectively with business users and technical stakeholders, including teams operating in US time zones.
• Provide incident updates, impact assessments, workarounds, resolution details, and escalation information.
• Prepare incident reports, RCA documents, knowledge articles, support guides, and technical documentation.
• Participate in operational reviews and recommend improvements to reduce repeat incidents and improve support efficiency.

Requirements

Required Qualifications

Experience & Education

• 5–8 years of experience in application support, production support, software maintenance, or a related software engineering role.
• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related discipline; equivalent practical experience may be considered.
• Demonstrated experience supporting enterprise web applications and handling production incidents.
• Willingness and ability to work in a shift aligned with US business hours, with required time-zone overlap and agreed support rotation.

Preferred Qualifications

• Exposure to PostgreSQL or Oracle databases in addition to Microsoft SQL Server.
• Experience with Python or PowerShell scripting for support automation, data checks, or repetitive operational tasks.
• Exposure to Azure services, application monitoring, alerting, and cloud-hosted application environments.
• Experience with ServiceNow or similar IT service management platforms.
• Experience supporting enterprise systems with multiple integrations, scheduled processes, and complex business workflows.
• Knowledge of performance troubleshooting, memory and resource utilization, concurrency, and application security fundamentals.
• Experience in Agile/Scrum environments and coordination with development and QA teams.

Preferred Candidate Profile

• Strong ownership and accountability, with the ability to manage incidents independently and drive them to closure.
• Structured analytical and troubleshooting skills, including the ability to distinguish symptoms from root causes.
• Clear verbal and written communication skills and confidence interacting with business and technical stakeholders.
• Able to prioritize competing incidents and requests while maintaining service quality and SLA commitments.
• Calm and methodical approach when handling critical production issues and time-sensitive business requirements.
• Collaborative mindset, with willingness to share knowledge, improve support documentation, and prevent recurring issues.

Key Success Measures

• Consistent achievement of agreed incident response and resolution SLAs.
• Reduction in repeat incidents and mean time to resolution through effective RCA and preventive actions.
• Stable application operations with timely identification and resolution of production issues.
• Accurate and controlled deployment support with successful post-release validation.
• Clear stakeholder communication, reliable documentation, and effective coordination across US and offshore teams.

Primary Skills

.NET Application Support | C# | .NET Framework / .NET Core | ASP.NET MVC / Web API | SQL Server | REST / WCF / SOAP Services | IIS / Windows Services | Incident & Problem Management | RCA | SLA Management | Production Support | Azure DevOps / Git