Associate Systems Support Engineer

Accountabilities:

• • Provide responsive technical support to clients, track ongoing issues, communicate progress, and drive problems through to resolution.
  • Act as a key point of contact for application and database performance issues, maintaining a strong focus on customer experience.
  • Monitor and evaluate application performance using tools such as AppDynamics, Dynatrace, New Relic, or similar application performance management platforms.
  • Analyze complex application, infrastructure, and database performance problems, identify root causes, and coordinate remediation.
  • Track identified defects, fixes, and technical issues across the client environment and ensure timely resolution.
  • Convert known or recurring issues into proactive alerts and establish appropriate operational workflows with support teams.
  • Monitor key server and application performance indicators, including CPU, memory, queues, I/O, page writes, and related metrics.
  • Support Windows-based application environments, including IIS, worker processes, configuration, certificates, event logs, clustering, and related infrastructure components.
  • Perform SQL analysis and troubleshooting, including queries, SQL jobs, blocking, and Always On environments.
  • Prepare and maintain technical and operational documentation, procedures, and support materials.
  • Deliver weekly and monthly client updates and participate in regular technical and leadership calls.
  • Work effectively within a 24/7 operational environment, including rotational shifts, while maintaining timely incident analysis and resolution.

  Requirements:

  • Bachelor’s degree in Computer Science, Information Technology, or a related field.
  • At least 1 year of professional experience in application support, systems monitoring, or a related technical support environment.
  • Hands-on experience with application or infrastructure monitoring and performance management tools such as AppDynamics, Dynatrace, New Relic, or equivalent platforms.
  • Working knowledge of Windows Server infrastructure and .NET-based application support, including IIS, worker processes, Web.config, certificate bindings, and Windows Event Logs.
  • Understanding of server performance metrics and troubleshooting tools, including CPU, memory, queue length, MSMQ, I/O, page writes, and Perfmon.
  • Familiarity with Windows clustering, COM+, Log Parser, basic networking concepts, and Azure monitoring.
  • Intermediate to advanced SQL skills, including SQL queries, SQL Jobs, blocking analysis, and Always On.
  • Experience with IT service management platforms such as ServiceNow or Service Desk tools.
  • Basic knowledge of ITIL principles; an ITIL Foundation certification is an advantage.
  • Strong analytical and problem-solving abilities, with the persistence to investigate complex technical issues and drive them to resolution.
  • Excellent written and verbal English communication skills, particularly for working with international clients and teams.
  • Strong interpersonal and collaboration skills, with a customer-first mindset and the ability to communicate technical information clearly.
  • Relevant IT certifications are considered an advantage.

  Benefits:

  • Fully remote opportunity based in India.
  • Full-time position within an international, collaborative technical environment.
  • Opportunity to work with enterprise application, infrastructure, database, and monitoring technologies.
  • Exposure to international clients and cross-functional technical teams.
  • Opportunities to develop expertise in application performance management, SQL, Windows infrastructure, Azure monitoring, and IT service management.
  • Learning and professional development opportunities.
  • Comprehensive employee benefits package.
  • Supportive and collaborative workplace culture.
  • Environment that encourages employees to make an impact, learn, and grow professionally.
  • Customer-focused organization with a strong emphasis on service quality and technical excellence.