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)

We offer*:

Flexible working format - remote, office-based or flexible
A competitive salary and good compensation package
Personalized career growth
Professional development tools (mentorship program, tech talks and trainings, centers of excellence, and more)
Active tech communities with regular knowledge sharing
Education reimbursement
Memorable anniversary presents
Corporate events and team buildings
Other location-specific benefits
not applicable for freelancers

Senior Application support engineer (L1 )