Senior Product Software Engineer (Senior .Net Tech Support Engineer)

As a Senior Tech Support Engineer at our organization, you will be responsible for providing advanced technical support for complex issues that require deep troubleshooting, root cause analysis, and collaboration with development, operations, and customer support teams. Your role will be crucial in ensuring system stability, maintaining high customer satisfaction, and driving continuous improvement in support processes. To qualify for this position, you should hold a Bachelor's degree in engineering or an equivalent field. Additionally, you must have at least 7 years of experience, with a minimum of 3 years in a technical support role. Strong expertise in troubleshooting complex applications, systems, or network issues is essential, along with a solid understanding of technologies like application servers, databases (e.g., SQL Server, PostgreSQL), C#, WebAPI, and cloud platforms such as Azure and AWS. Proficiency in log analysis tools, monitoring systems, and debugging tools is required, along with experience in C#, .NET Core/.NET Framework. Familiarity with ticketing and incident management systems like ServiceNow, Salesforce, and Jira is a plus. You should possess strong problem-solving skills, the ability to work independently under pressure, and excellent analytical capabilities. Experience with cloud platforms, knowledge of CI/CD pipelines, DevOps concepts, and supporting mission-critical applications are advantageous. Exposure to monitoring tools like Splunk, AppDynamics, or Datadog is also beneficial. Your duties will include providing advanced technical support for Level 3 issues, conducting deep root cause analysis for recurring incidents, and collaborating with various teams to resolve complex defects and performance issues. You will be responsible for analyzing logs, monitoring system behavior, creating knowledge base articles, and participating in deployment validations and post-release monitoring. Additionally, you will identify areas for automation and process improvement to reduce future support incidents. Communication with customers and stakeholders during incident resolution, guiding and mentoring junior team members, and staying updated with industry trends and emerging technologies are integral parts of this role. Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.,