Handle incoming operational support tickets and resolve issues.

Do first-pass investigation on investigation tickets: reproduce the issue, pull logs and metrics from Azure, test the related API calls, and check the data involved.

Escalate complex issues with clear documentation and context.

Assist other L3 engineers with advanced incident resolution and root-cause analysis on API errors, data discrepancies, and performance issues.

Run and help maintain existing automation and support tools, using AI assistance and validating its output before acting on it.

Create and update knowledge base articles and runbooks.

Communicate clearly with customers and provide timely status updates; conduct client calls as necessary.

Graduate of a Bachelor’s Degree in Computer Science, Information Technology, Engineering, or other related courses.

1–3 years in a technical support or operations role. Exposure to L2/L3 troubleshooting is a plus.

Working knowledge of REST APIs: sending requests with Postman or similar tools and reading HTTP status codes and JSON responses.

Basic SQL for querying and validating data.

Basic understanding of authentication and SSO concepts (OAuth/OIDC, SAML, identity providers). Experience with Keycloak is a plus.

Able to read application logs and stack traces. Exposure to .NET applications is a plus.

Familiarity with Jira and Microsoft Azure monitoring tools (Application Insights, Log Analytics/KQL), or willingness to learn.

Comfortable using AI-assisted tools with the judgment to verify their output before acting.

Strong written and verbal communication skills.

Structured approach to troubleshooting and documentation; interest in learning automation or scripting.