Support Engineer

Job Description :

Experience & Education :

- Professional Experience : 3+ years of professional experience in a technical support, application support, or software engineering role with direct ownership of complex customer issues.

- Production Exposure : Demonstrated experience working confidently with production databases and directly contributing code updates to a shared enterprise product codebase.

- Education : Bachelors degree in Computer Science, Information Technology, or a related technical field (or equivalent professional experience).

Technical Skills :

- Production SQL : Strong SQL skills, including the ability to read and write production-grade queries against SQL Server, investigate complex data anomalies, and author safe, transactional data correction scripts.

- C# & .NET Ecosystem : Solid fundamentals in C# and .NET (all versions), sufficient to read complex existing code, trace distributed logic, and contribute targeted, high-quality bug fixes.

- Modern Frontend : Familiarity with Angular, Vue, and/or other modern frontend patterns sufficient to investigate UI-layer anomalies.

- Integrations & Architecture : Deep experience with REST/SOAP APIs, JSON/XML schemas, enterprise log analysis (Splunk/ELK), and modern system integrations.

- Legacy Systems : Comfort navigating and modifying large legacy codebases, improving their internal quality incrementally.

- Engineering Workflows : Working knowledge of Git-based workflows, automated CI/CD pipelines, and structured Agile delivery processes.

AI-Forward Support Mindset :

- AI Fluency : Demonstrated experience using advanced AI tools (e.g., Claude, GitHub Copilot) for log investigation, query writing, code generation, and customer communication drafting.

- Validation Paradigm : Comfort generating a substantial majority of SQL and code fixes through AI, paired with the rigor to validate and refine outputs before they touch production systems.

- Problem Decomposition : Ability to decompose highly ambiguous, messy customer reports into clear analytical hypotheses, prompts, and constraints.

Customer Experience :

- CSAT Excellence : Maintain a high CSAT/quality score on handled escalations.

- Proactive Communication : Communicate clearly, set highly accurate timeline expectations, and follow through thoroughly to verified resolution.