Support Engineer

Take ownership of incidents and requests, working directly with the users/local technician to investigate, troubleshoot, debug, and resolve technical issues arising from their service use.

· Build and maintain a thorough understanding of the enterprise application, its deployment, and how customers use the software and services.

· Provide regular status updates on incidents assigned and coordinate with the members of the global support team when an incident is handed over to the next shift

· Coordinate/escalate with internal teams to ensure practical and efficient incident investigation and resolution. Various teams are - global support team, application support, Rapid Response Team (RRT), QA, Operations and DBA, Business/domain support, Development, Platform team, ID management team, Delivery, Service Management, third-party vendors such as Microsoft.

· Ensure that incident details are accurately captured and updated during the incident lifecycle, so a complete history of incidents and actions is maintained.

· Prioritize incidents and requests to ensure service targets and SLAs are met and maintain high support service quality.

· Participate and contribute in cross-functional war rooms, lead war rooms where needed in issue resolution

· Work within the systems and procedures to ensure the successful delivery of Orion’s support across a growing user base, maintaining service integrity.

· Reproduce issues and provide technical assessment and root cause analysis document and configurations so in-depth analysis can be provided for effective resolution.

· Contribute to and improve Orion’s knowledge systems through authoring and maintaining knowledge collateral, including troubleshooting and how-do-I guides.

· Assist with unexpected events or failures which limit customer(s) use of the product, work to restore services rapidly, and effectively communicate to the customer to maintain their confidence.

· Investigate and diagnose issues arising with the Azure resources used to deliver the service, take action, or escalate where necessary.

· Need to provide workaround and create SQL data fix scripts to resolve escalated incidents from the Support team.

ESSENTIAL SKILLS AND COMPETENCIES

· Strong technical skills (Angular/.NET/T-SQL/C# environment), i.e., troubleshooting C# code and writing complex T-SQL queries, using SQL Profiler, using browser dev tools (Google Chrome or the modern Chromium-based Edge browser) to troubleshoot front-end issues

· A solid understanding of web technologies, ideally with .NET and SQL Server experience.

· Experience using Azure Portal and especially Azure Monitor, Log Analytics, Application Insights, KQL (Kusto Query Language), Proc dump logs, etc. to analyze various logs (event viewer, SQL logs, IIS logs, etc.) as part of issue troubleshooting

· Experience working with or administering Azure resources (WebApp, SQL databases) is desirable but not essential.

· Experience working with ITSM and ALM tools such as ServiceNow, Microsoft Azure DevOps (ADO), SharePoint, etc.

· Experience working with debugging tools like POSTMAN, Swagger, etc.

EXPERIENCE

· Robust analysis and problem-solving skills, efficiently analyzing situations to diagnose and resolve production incidents.

· Their ability to take ownership of problems while multitasking and prioritizing their workload to meet the service demands.

· Confident and strong communication skills demonstrate their ability to positively engage with customers and collaborate with internal staff.

· The ability to remain calm under pressure.

· Passionate about customer service and willing to go “above and beyond” when necessary