Job Summary:
As an Advanced Support Engineer, you will be responsible for providing advanced technical support, troubleshooting complex issues, and collaborating with cross-functional teams to deliver exceptional service to our customers.
Key Responsibilities:
Acts as the advanced level of escalation for resolving incidents and complex technical issues impacting our product.
Conducts thorough investigations to identify the root causes of system failures, performance bottlenecks, and other technical challenges. Develops and implements effective solutions to address underlying issues and prevent recurrence.
Identifies emerging trends or re-occurring escalation scenarios and drives engineering opportunities to mitigate and/or eliminate them from the workflow. This can include a range of potential work item categories, such as self-healing mechanisms, self-serve, transparency, automation, and/or increasing the capabilities for Azure support.?
Contributes to product improvements by filing impactful bugs and design change requests and helping developers to fix and ship them to production, preventing customers from being impacted.
Troubleshoots .NET application and other code-related issues, optimizing performance, and ensuring seamless integration with the overall platform architecture.
Collaborates closely with Development, AppOps Engineers, Professional Service, and other stakeholders to implement best practices, share knowledge, and drive continuous improvement in our Sanrio SaaS platform and related technologies.
Maintains comprehensive documentation of support processes, troubleshooting procedures, and system configurations.
Generates reports and analysis to track trends, identify recurring issues, and recommend proactive solutions.
Manages and prioritizes support tickets according to SLAs, ensuring timely resolution and effective communication with customers and internal teams. Provides regular updates and post-incident analysis to stakeholders.
Provides guidance and mentorship to junior support engineers, helping them develop technical skills and expertise in supporting the Sanrio SaaS platform and related technologies.
Other duties as assigned.
Qualifications:
Bachelor's degree in computer science, Information Technology, or related field required.
7 years of experience in a senior-level support role, with expertise in .NET and SQL database technologies for Advanced Support Engineer.
12 years of experience in a senior-level support role, with expertise in .NET and SQL database technologies for Sr. Advanced Support Engineer.
Excellent problem solving and troubleshooting skills and an ability to use various data collection tools and methodologies to analyze problems and develop solutions.
Knowledge of and experience working with REST APIs
Experience with C#, .NET, Python, PowerShell, or any similar programming languages.
Experience managing deployments and code versioning using tools such as Azure DevOps or GitHub.
Experience with cloud-based infrastructure and services (e.g., AWS, Azure) preferred.
Strong troubleshooting and problem-solving skills, with a focus on root cause analysis.
Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and stakeholders.
Experience working in an Agile/Scrum environment and familiarity with DevOps practices is a plus.

Education: Bachelors Degree