Senior Product Software Engineer

Position Summary

We are seeking an experienced and proactive Senior Tech Support Engineer to join our team. In this role, you will provide advanced technical support for complex issues that require deep troubleshooting, root cause analysis, and collaboration with development and operations, customer support teams. You will play a key role in ensuring system stability, maintaining high customer satisfaction, and driving continuous improvement of support processes.

Education: 

• Bachelor’s in engineering degree or equivalent degree. 

Must have:

• 7+ years of experience with at least 3+ years in an Tech support.
• Strong experience in troubleshooting complex application, system, or network issues.
• Solid understanding of relevant technologies such as:
  • Application servers, databases (e.g., SQL Server, PostgreSQL), C#, WebAPI
  • Cloud platforms (Azure, AWS)
  • Proficiency with log analysis tools, monitoring systems, and debugging tools.
• Experience in C#,.NET Core/.NET Framework
• Familiarity with ticketing and incident management systems (e.g., ServiceNow, Salesforce, Jira).
• Strong problem-solving skills and ability to work independently under pressure.
• Excellent problem-solving, debugging, and analytical skills.

Nice to have:

• Experience with cloud platforms (Azure, AWS).
• Knowledge of CI/CD pipelines & DevOps concepts.
• Experience supporting mission-critical or customer-facing applications.
• Exposure to monitoring tools like Splunk, AppDynamics, or AppInsight, Datadog.

Essential Duties and Responsibilities:

• Provide advanced (Level 3) technical support for issues.
• Perform deep root cause analysis for recurring incidents and drive long-term solutions.
• Collaborate with development, QA, and infrastructure teams to resolve complex defects and performance issues.
• Analyze logs, monitor system behavior, and simulate problems to reproduce issues.
• Develop and maintain knowledge base articles, troubleshooting guides, and best practices.
• Participate in deployment validations, release support, and post-release monitoring.
• Implement workarounds, patches, or configuration changes as needed to restore service.
• Identify areas for automation or process improvement to reduce future support incidents.
• Ensure timely and professional communication with customers and stakeholders during incident resolution.
• Guide and mentor juniors by sharing best practices and providing technical support.
• Stay up to date with industry trends and emerging technologies to bring innovative ideas to the team.

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.