What you’ll do:

• Dive deep into customer-reported issues by analyzing logs, debugging production code, and identifying root causes.
• Provide solutions and mitigation for business continuity by using existing product capabilities to minimize the need for hotfixes and shorten unavailability periods.
• Implement code fixes for production issues when necessary.
• Manage customer expectations and satisfaction though effective communication.
• Collaborate with Support, QA, and R&D teams to address escalations and improve processes.
• Develop and maintain internal tools to enhance troubleshooting and streamline workflows.
• Improve debugging and supportability features in the product and related support tools.
• Stay ahead of the curve with evolving technologies in IT domains such as networking, storage, virtualization, microservices, Azure & AWS clouds.
• Analyze trends in escalations to suggest product improvements, feature enhancements, or changes to reduce future issues.
• Share knowledge and provide guidance to Tier-1 through Tier-3 teams to improve their troubleshooting capabilities.

What you need to bring:

• A minimum of 3 years of experience in a Tier-4 escalation role or 3 years of development experience with enterprise-grade software products.
• Work experience and proficiency in programming with .NET (or Java, C++).
• Strong debugging and analytical skills with a proven track record of resolving complex technical issues.
• Strong interpersonal skills, including the ability to collaborate effectively across teams.
• Self-driven with the ability to learn new tools and technologies independently.
• Good written and verbal communication skills in English.