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