Job Description

JOB DESCRIPTION

Skill: C # Support

Key responsibility:

Leadership:

Lead, motivate, and mentor a team of Tier 3 Support Engineers.

Foster a collaborative and high-performing support environment.

Develop and implement strategies to improve team efficiency and effectiveness.

Conduct performance reviews and provide ongoing coaching to support team member growth.

Manage team workload and ensure optimal coverage across different time zones (24/7 support).

Develop and maintain team schedules and on-call rotations.

Technical Expertise:

Function as a subject matter expert, providing guidance and resolving complex technical issues escalated from the Tier 3 Support team.

Deep dive into error logs, identify root causes, and develop effective solutions.

Possess strong analytical and problem-solving skills to diagnose and resolve intricate technical problems.

Familiarity with a scripting language, especially Powershell, is a plus.

Familiarity with cloud environments, particularly AWS, is a plus.

Stay up-to-date on the latest technologies and industry trends relevant to Storable's platform.

Good to have knowledge of Logic monitor, datadog, splunk, Sentry one.

Collaboration:

Partner with internal teams (e.g., Engineering, Product) to identify root causes of customer issues and implement solutions.

Work closely with the Training team to develop and deliver technical knowledge to the Tier 3 Support team.

Represent the Tier 3 Support team in cross-functional discussions.



Bachelors degree in Computer Science, Information Technology, or a related field (or equivalent experience).

Minimum 5+ years of experience in a technical support role, preferably in a SaaS environment, with at least 2+ years of leadership experience.

Proven ability to analyze and troubleshoot complex technical issues.

Strong understanding of complex code and ability to read and interpret error logs.

Experience working with relational databases (MySQL, PostgreSQL) and basic understanding of NoSQL databases.

Excellent communication and interpersonal skills, with the ability to effectively communicate technical concepts to both technical and non-technical audiences.

Strong leadership and motivational skills to inspire and guide a team.

Ability to work independently and as part of a team in a fast-paced environment.

Availability to work a 24/7 on-call rotation (schedule will be defined) and contribute as a Tier 3 Support Engineer during assigned shifts.

Good to have Experience in GitLab/GitHub or equivalent.

Good to have knowledge of Dotnet technologies.


About Virtusa



Teamwork, quality of life, professional and personal development: values that Virtusa is proud to embody. When you join us, you join a team of 30,000 people globally that cares about your growth -- one that seeks to provide you with exciting projects, opportunities and work with state of the art technologies throughout your career with us.



Great minds, great potential: it all comes together at Virtusa. We value collaboration and the team environment of our company, and seek to provide great minds with a dynamic place to nurture new ideas and foster excellence.



Virtusa was founded on principles of equal opportunity for all, and so does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.