Senior Support Engineer

Overview

Orion Innovation is a premier, award-winning, global business and technology services firm. Orion delivers game-changing business transformation and product development rooted in digital strategy, experience design, and engineering, with a unique combination of agility, scale, and maturity. We work with a wide range of clients across many industries including financial services, professional services, telecommunications and media, consumer products, automotive, industrial automation, professional sports and entertainment, life sciences, ecommerce, and education.

• Incident Management – Own and resolve incidents and requests, working directly with end-users or local technicians to investigate, troubleshoot, debug, and resolve technical issues.
• Technical Analysis – Reproduce issues, review logs, and conduct root cause analysis (RCA) with detailed documentation and recommended solutions.
• Application Expertise – Develop and maintain a deep understanding of the audit applications, their deployment architecture, and user workflows.
• Cloud Troubleshooting – Monitor, investigate, and resolve issues in Azure PaaS services (Web Apps, SQL Databases, Azure Monitor, Application Insights, Log Analytics, KQL) and Kubernetes-hosted services.
• Cross-Team Collaboration – Coordinate and escalate with global support teams, QA, operations, DBAs, domain specialists, platform teams, and third-party vendors such as Microsoft.
• Shift Handover Management – Provide regular status updates and coordinate incident handover across time zones.
• War Room Participation – Lead or participate in war rooms for critical incident resolution.
• Data Fixes – Create SQL data fix scripts to address escalated incidents and production data issues.
• Knowledge Base Contribution – Author and maintain troubleshooting guides, FAQs, and process documentation in the knowledge repository.
• Continuous Improvement – Suggest and implement automation, monitoring, and self-healing mechanisms to improve application resilience.
• Customer Engagement – Maintain effective communication with stakeholders during incidents to ensure confidence and transparency.

• Proficiency in Microsoft technology stack
• Languages:
  
  C#, .NET, Angular, Type Script
• Databases: SQL Server, T-SQL (complex queries, stored procedures, SQL Profiler)
• Debugging Tools:
  Browser Dev Tools, Postman, Swagger
• Cloud Expertise:
  Hands-on experience with Azure Portal, Azure Monitor, Application Insights, Log Analytics, KQL, and PaaS resource troubleshooting
• Understanding of containerized applications and Kubernetes monitoring
• Familiarity with event logs, IIS logs, and other system logs for deep-dive troubleshooting
• Experience with ITSM tools (Service Now) and ALM tools (Azure Dev Ops, SharePoint)
• Strong problem-solving skills, ownership mindset, and the ability to prioritize under pressure
• Excellent communication skills to interact with global teams and customers

• Knowledge of Dev Ops practices (CI/CD pipelines, Infrastructure-as-Code using ARM/Bicep/Terraform)
• Experience with automation scripts using Power Shell or Azure CLI
• Exposure to cloud cost optimization and performance tuning in Azure
• Familiarity with AI-powered monitoring tools and predictive analytics for incident prevention
• Knowledge of security best practices for cloud-hosted applications

• 3–6 years in application support or production support roles for enterprise applications
• Experience with global support operations and shift-based incident handovers
• Proven track record of resolving complex technical issues in a fast-paced environment
• Bachelor’s degree in Computer Science, Information Technology, or equivalent experience

Orion is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, citizenship status, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

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