Technical Customer Support Engineer

The Role We re hiring an Experienced Technical Customer Support Engineer with a strong software background who loves solving complex problems for enterprise customers. You ll be the technical front line for Idhammar s products-triaging, troubleshooting, and resolving issues across application, database, integrations, networking, and cloud infrastructure layers. What you ll do • Own customer cases from intake to resolution using Jira Service Management (or similar) to meet and exceed SLAs. • Troubleshoot application, integration, and network-related issues across web, mobile, and API services; reproduce defects, isolate root causes, and deliver fixes or high-quality escalations. • Perform advanced database investigations using SQL Server/PostgreSQL: analyse slow queries, locks, deadlocks, index usage, and craft optimised SQL to remediate performance problems. • Support and maintain multi-cloud environments (Azure, AWS, IONOS Cloud): • Review logs/metrics, scale resources, and manage compute, storage, and networking. • Handle identity and access (IAM/Entra ID roles & policies), certificates, and secrets. • Coordinate patching and maintenance windows. • Diagnose and resolve networking and connectivity issues across TCP/IP, DNS, VPN, TLS/SSL, HTTP/HTTPS, firewalls/security groups. • Diagnose connectivity and data integration problems (ERP/SCADA/IoT, OPC UA, REST/gRPC, file-based ETL) with vendors and customer IT teams. • Conduct proactive health checks, patching, and minor hotfix deployments; contribute to playbooks and runbooks. • Communicate clearly with both technical and non-technical stakeholders; provide incident updates and post-incident reports. • Create and improve knowledge base articles, customer guides, and internal troubleshooting recipes. • Collaborate with Product and Engineering on bug triage, feature feedback, and reliability improvements. Typical issues you ll handle • Query timeouts and blocking chains; designing/adjusting indexes and query plans. • Data ingestion failures (CSV/ETL/API), schema changes, and referential integrity issues. • API authentication/authorisation problems (OAuth2/OIDC), certificate or token expiry. • Application performance regressions after upgrades; log analysis and rollback/mitigation. • Network troubleshooting: packet loss, TLS handshake errors, DNS resolution failures, HTTPS/API connectivity problems, VPN/firewall misconfigurations. • Cloud environment alarms (CPU/IO, storage thresholds, scaling, networking) and unexpected cost spikes. Requirements Minimum qualifications • Degree in Computer Science, Software Engineering, Information Systems, or related field (or equivalent experience). • Advanced SQL expertise (5+ years), including: • Complex joins, window functions, stored procedures, views. • Performance tuning (indexes, execution plans, statistics, partitioning). • Backup/restore basics, data migration, and scripting for maintenance. • Strong experience supporting .NET/Windows server applications and web APIs. • Proficiency in network troubleshooting: • TCP/IP fundamentals, routing, and DNS. • HTTP/HTTPS, TLS/SSL, and certificate handling. • VPNs, firewalls/security groups, load balancers. • Packet capture and analysis (Wireshark, tcpdump, or equivalent). • Hands-on experience with at least one major cloud (Azure, AWS, IONOS Cloud), and familiarity with others: • Compute, storage, identity & access, monitoring/logging, secrets management. • Networking basics (VNet/VPC, firewalls/security groups, DNS, TLS). • Scripting/automation with PowerShell and/or Python. • Familiarity with CI/CD (Azure DevOps, GitHub Actions, or similar). • Excellent customer communication, incident handling, and documentation skills. Nice to have • Experience with CMMS/EAM/OEE or manufacturing/industrial data; exposure to OPC UA, SCADA/PLC integrations. • Knowledge of Power BI (DAX, dataset refresh issues, gateway configuration). • Experience with PostgreSQL (including extensions like pg_stat_statements or pg_partman) and/or SQL Server performance tools. • Familiarity with ITIL, major incident management, and stakeholder comms. • Exposure to observability stacks (Azure Monitor, ELK/OpenSearch, Grafana, Prometheus). • Basic container knowledge (Docker) and Kubernetes fundamentals. PLEASE INCLUDE YOUR DESIRED SALARY IN LKR PER MONTH Benefits • Work From Home • Training & Development • Performance Bonus Originally posted on Himalayas