Technical Lead

Lead resolution of complex and high-impact customer support cases from triage through to closure, ensuring clear priorities and communication.

Act as Subject Matter Expert on advanced configuration, integrations, and performance issues across cloud and hosted environments using diagnostic tools like Azure Application Insights and SQL.

Collaborate cross-functionally to progress escalations, mentor support engineers, and maintain accurate documentation and knowledge resources.

7+ years of enterprise application or SaaS technical support experience with ownership of complex customer-impacting issues.

Hands-on experience supporting Microsoft .NET-based web applications and expertise with Azure Application Insights, Log Analytics, SQL, and troubleshooting REST/Web APIs, SAML, and SSO.

Familiarity with cloud or data-centre hosted environments, Windows Server, networking concepts, and support tools like Salesforce Service Cloud, Jira, or ServiceNow.

Flexibility to work rotational shifts including weekend or on-call support. Work Experience Required: 7+ years

Experienced individual contributor capable of technically leading complex customer escalations without direct reports.

Strong technical troubleshooting and analytical skills focused on Microsoft technology stacks and cloud environments.

Collaborative operator skilled at cross-team coordination, mentoring junior engineers, and driving knowledge management and continuous improvement.