Associate Technical Support Engineer

Overview

Early career Associate Technical Support Engineer in the Cloud Operations team, monitoring the health of a cloud-based public safety product hosted on Microsoft Azure, performing first level troubleshooting and escalating issues to senior engineers.

What you'll do

• Monitor production systems on Azure using tools such as Azure Monitor, Application Insights, Log Analytics, Grafana and Kibana.
• Watch alert queues and dashboards, acknowledge alerts promptly and act on them as per the defined SOPs.
• Carry out first level troubleshooting by reviewing logs, metrics and recent changes, and document findings clearly.
• Raise and track incidents in the ticketing tool, escalating to senior engineers or Advanced Support on time and with complete information.
• Assist senior engineers during major incidents by gathering logs, running health checks and keeping notes.
• Help reduce false alarms by reporting noisy or misfiring alerts to the senior team.
• Use AI tools such as Claude and Copilot to help read logs, summarise incidents and draft updates.
• Write simple scripts to automate routine tasks such as reports and health checks, with guidance from senior engineers.
• Share clear and timely updates with internal stakeholders during incidents.
• Follow and help update SOPs, knowledge articles and troubleshooting guides.
• Meet the defined SLAs, KPIs and escalation processes.

What you'll need

• 1 to 3 years of experience in technical support, application support, NOC, production monitoring or cloud operations.
• Basic hands on exposure to Microsoft Azure and at least one monitoring or logging tool such as Azure Monitor, Application Insights, Log Analytics, Grafana or Kibana.
• Basic understanding of cloud concepts, web applications and how client server systems work.
• Working knowledge of Windows or Linux, including reading logs and checking services and processes.
• Basic scripting ability in PowerShell, Python or Shell, or a strong willingness to learn.
• Familiarity with a ticketing tool such as ServiceNow or Jira.
• Comfortable using AI tools such as Claude, Copilot or ChatGPT for day to day technical work.
• Good written and verbal communication skills in English and the ability to explain a technical issue clearly to a senior engineer or a customer.
• Eager to learn, takes feedback well and follows processes carefully.
• Bachelor's degree in Computer Science, IT or a related field (BE, BTech or BSc).

Nice to have

• Exposure to KQL queries in Log Analytics.
• Basic knowledge of REST APIs and how to test them.
• Awareness of Docker, Kubernetes or CI/CD pipelines.
• Azure Fundamentals (AZ-900) or ITIL Foundation certification.
• Interest in AI tools, prompt writing or building small automations.

Details

• Location: Pune office, India.
• Works in rotational shifts aligned to US time zones, including night shifts.
• Part of a weekend on-call rotation shared across the team.
• Works with global teams.
• NiCE-FLEX hybrid model: 2 days from the office and 3 days remote each week.
• Reporting into: Tech Manager. Role type: Individual Contributor. Requisition ID: 11916.