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Technical Customer Support Engineer

3 months, 1 week ago
Sri Lanka
Contract
Senior
Technical Support Engineer
DevOps and Infrastructure
AWS Azure DNS Docker ERP GitHub Actions Grafana gRPC IoT Kubernetes .NET OAuth OpenID Connect OpenSearch PostgreSQL Power BI PowerShell Prometheus Python REST API Secrets Management SQL SQL Server Statistics TCP/IP Windows Server Wireshark
Apply Now
Aspire Software

Aspire Software

Aspire Software specializes in vertical acquisition software, focusing on nurturing, enhancing, and growing a diverse portfolio of businesses by providing them with the necessary resources and expertise to maximize their growth potential.

Internet Software & Services
251-1K
Founded 2016
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Description

  • Own customer support cases from intake through resolution while meeting and exceeding service-level agreements using Jira Service Management or a similar platform.
  • Troubleshoot application, integration, and network-related issues across web, mobile, and API services by reproducing defects, isolating root causes, and delivering fixes or escalations.
  • Perform advanced database investigations in SQL Server and PostgreSQL, including query analysis, lock and deadlock troubleshooting, and SQL optimization.
  • Support and maintain multi-cloud environments across Azure, AWS, and IONOS Cloud, including compute, storage, networking, and scaling tasks.
  • Manage identity and access controls, certificates, secrets, and patching or maintenance windows in cloud environments.
  • Diagnose and resolve networking and connectivity issues involving TCP/IP, DNS, VPN, TLS/SSL, HTTP/HTTPS, and firewall or security group configurations.
  • Investigate data integration problems involving ERP, SCADA, IoT, OPC UA, REST/gRPC, and file-based ETL, working with vendors and customer IT teams.
  • Conduct proactive health checks, apply patches, deploy minor hotfixes, and contribute to playbooks and runbooks.
  • Communicate incident status and post-incident findings clearly to technical and non-technical stakeholders.
  • Create and improve knowledge base articles, customer guides, and internal troubleshooting documentation.
  • Collaborate with Product and Engineering on bug triage, feature feedback, and reliability improvements.

Requirements

  • Degree in Computer Science, Software Engineering, Information Systems, or a related field, or equivalent experience.
  • 5+ years of advanced SQL experience.
  • Strong knowledge of complex joins, window functions, stored procedures, and views.
  • Experience with performance tuning, including indexes, execution plans, statistics, and partitioning.
  • Experience with backup and restore basics, data migration, and maintenance scripting.
  • Strong experience supporting .NET and Windows Server applications and web APIs.
  • Proficiency in network troubleshooting, including TCP/IP fundamentals, routing, DNS, HTTP/HTTPS, TLS/SSL, VPNs, firewalls or security groups, and load balancers.
  • Ability to perform packet capture and analysis using Wireshark, tcpdump, or equivalent tools.
  • Hands-on experience with at least one major cloud platform such as Azure, AWS, or IONOS Cloud, plus familiarity with others.
  • Experience with compute, storage, identity and access, monitoring and logging, and secrets management in cloud environments.
  • Scripting or automation experience with PowerShell and/or Python.
  • Familiarity with CI/CD tools such as Azure DevOps, GitHub Actions, or similar.
  • Excellent customer communication, incident handling, and documentation skills.
  • Experience with CMMS, EAM, OEE, or manufacturing and industrial data, including OPC UA or SCADA/PLC integrations, is preferred.
  • Knowledge of Power BI, including DAX, dataset refresh issues, and gateway configuration, is preferred.
  • Experience with PostgreSQL extensions such as pg_stat_statements or pg_partman, or SQL Server performance tools, is preferred.
  • Familiarity with ITIL, major incident management, and stakeholder communications, is preferred.
  • Exposure to observability tools such as Azure Monitor, ELK/OpenSearch, Grafana, or Prometheus, is preferred.
  • Basic knowledge of Docker and Kubernetes fundamentals is preferred.
  • Candidates must include their desired salary in LKR per month.

Benefits

  • Work from home.
  • Training and development opportunities.
  • Performance bonus.

Interested in this position?

Apply directly on the company website

Apply Now

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