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