Senior Application support engineer (L1 )

N-iX is a global software development service company that helps businesses across the globe create next-generation software products. Founded in 2002, we unite 2,400+ tech-savvy professionals across 40+ countries, working on impactful projects for industry leaders and Fortune 500 companies. Our expertise spans cloud, data, AI/ML, embedded software, IoT, and more, driving digital transformation across finance, manufacturing, telecom, healthcare, and other industries. Join N-iX and become part of a team where your ideas make a real impact.

Core Responsibilities

The support team is responsible for providing 24/7 production monitoring and first-line incident management to ensure system stability.

• 24/7 System Monitoring: Continuous monitoring of solution components within Microsoft Azure, including Backend microservices (ASP.NET Core), API Gateway (YARP), and Frontend (Next.js).
• Alert Handling: Real-time review of all alerts generated by Azure Application Insights and validation against defined thresholds.
• Incident Intake & Triage: Receiving, classifying, and logging incidents reported via the JIRA Portal.
• L1 Resolution: Execution of predefined corrective actions based on Standard Operating Procedures (SOPs).
• Timely Escalation: Escalating tickets to L2 support when code/configuration changes are required or the issue exceeds the L1 scope.
• User Communication: Maintaining end-to-end communication with users through designated JIRA channels throughout the ticket lifecycle.
• Documentation: Detailed logging of all investigation steps, actions taken, and resolution outcomes.
• SOP Refinement:  Identify gaps in procedures and document new "Type Other" incidents.
• Performance Analysis: Analyze incident trends, escalation patterns, and SLA performance
• Leadership: Lead knowledge transfer (KT) sessions and support onboarding of L1 engineers
• Decision Making: Validating issue criticality and deciding on immediate escalation for P1/Critical issues.
• Service Improvement: Contribute to improving monitoring quality and reducing alert noise

General Requirements

• Experience: 4+ years of proven experience
• Technical Stack Proficiency: Basic understanding of ASP.NET Core microservices, MySQL connectivity, and web frontend architectures.
• Monitoring Tools: Hands-on experience with Azure dashboards and Application Insights.
• Process Knowledge: Familiarity with ITIL Incident Management practices and SOP-based troubleshooting.
• Platform Skills: Proficiency in using JIRA for ticket management and status tracking.
• SLA Commitment: Ability to work in a 24/7 shift environment and meet strict targets:
• Acknowledgment: ≤ 30 minutes.
• Initial Investigation: ≤ 30 minutes after acknowledgment.
• L1 Resolution: ≤ 4 hours.

Language:  English - upper-intermediate+, Spanish (nice to have)