Description

• Act as the technical authority for resolving complex, Level-3 production incidents and architecture-level issues across our .NET web and microservices ecosystem.
• Perform deep-dive code reviews, technical root cause analysis (RCA), and bug fixes across C#, .NET Core/.NET Framework, and database stacks.
• Drive continuous system performance optimizations, outage mitigation, and stability improvements in collaboration with Solution Architects and Systems Engineers.

Customer Engagement & Executive Stakeholder Management:

• Build and maintain strong operational relationships with key enterprise clients, serving as the trusted technical point of contact during critical application issues.
• Translate highly complex technical root causes into clear, executive-level incident summaries, action plans, and post-mortem briefings for non-technical customer stakeholders.
• Capture of customer feedback and operational pain points to influence product roadmaps, release quality, and application UX.

Global Collaboration & India Team Coordination:

• Serve as the primary point of contact coordinating application support operations, task delegation, and continuous handovers with engineering and support teams in India.
• Facilitate seamless cross-functional delivery between geographically distributed development squads, product managers, and offshore teams.
• Mentor, coach, and guide junior-to-mid-level engineers in India and locally to build technical competency and maintain operational SLAs.

Process & Operational Excellence:

• Define and refine Incident Management, Escalation, and L3 Support protocols using Agile/Lean methodologies.
• Oversee on-call coverage protocols and escalation paths for major outage situations.
• Maintain centralized knowledge bases, standard operating procedures, and technical documentation across international teams.

What We’re Looking For (Basic Qualifications)

Experience:

• 10+ years of progressive technical experience in software engineering, application support, or technical escalation management for enterprise SaaS platforms.
• 5+ years in a senior, lead, or principal role managing direct customer engagements and technical escalations.
• Demonstrated experience working with and coordinating deliverables with offshore development/support teams in India across distributed time zones.

Technical Mastery (.NET & Architecture):

• Advanced expertise in the .NET ecosystem (C#, .NET Core, .NET Framework), web services, and microservices architecture.
• Strong relational (SQL Server, Postgres) and NoSQL (Redis, DynamoDB) database troubleshooting and query optimization skills.
• Solid understanding of REST APIs, web environments, and cloud infrastructure operations (AWS).

Leadership & Customer Skills:

• Exceptional executive-level verbal and written communication skills.
• Proven track record of managing customer expectations under high-stress incident scenarios.
• Strategic problem-solving approach with strong accountability and cross-functional leadership capabilities

Key Skills

Education

Bachelor's degree