技术客户支持工程师
Technical Customer Support Engineer
职位描述
我们正在寻找一位具有扎实软件背景的资深技术客户支持工程师，热爱为客户提供复杂问题的解决方案。您将是Idhammar产品技术支持的前线——对应用、数据库、集成、网络和云基础设施层的问题进行分类、排查和解决。
您将负责的工作
· 使用Jira Service Management（或类似工具）从接收工单到解决工单全程跟进，以满足并超越SLA要求。
· 排查与应用、集成和网络相关的问题，涵盖网页、移动应用和API服务；复现缺陷，定位根本原因，并提供修复方案或高质量升级。
· 使用SQL Server/PostgreSQL进行高级数据库分析：分析慢查询、锁、死锁、索引使用情况，并编写优化的SQL来解决性能问题。
· 支持和维护多云环境（Azure、AWS、IONOS Cloud）：
· 查看日志/指标，扩展资源，管理计算、存储和网络。
· 处理身份和访问权限（IAM/Entra ID角色和策略）、证书和密钥。
· 协调补丁和维护窗口。
· 诊断和解决跨TCP/IP、DNS、VPN、TLS/SSL、HTTP/HTTPS、防火墙/安全组的网络和连接问题。
· 与供应商和客户IT团队协作，排查连接和数据集成问题（ERP/SCADA/IoT、OPC UA、REST/gRPC、基于文件的ETL）。
· 进行主动健康检查、补丁和小版本热修复部署；参与制定操作手册和运行手册。
· 清晰地与技术人员和非技术人员沟通；提供事件更新和事后报告。
· 创建和改进知识库文章、客户指南和内部故障排除方法。
· 与产品和工程团队合作，进行错误分类、功能反馈和可靠性改进。
您将处理的典型问题
· 查询超时和阻塞链；设计/调整索引和查询计划。
· 数据摄入失败（CSV/ETL/API）、模式变更和参照完整性问题。
· API认证/授权问题（OAuth2/OIDC）、证书或令牌过期。
· 升级后应用性能退化；日志分析和回滚/缓解措施。
· 网络排查：数据包丢失、TLS握手错误、DNS解析失败、HTTPS/API连接问题、VPN/防火墙配置错误。
· 云环境警报（CPU/IO、存储阈值、存储空间不足等）。
查看英文原文
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