Senior Support Engineer providing technical support to dental practices at Overjet. Handling inquiries and troubleshooting issues while assisting with customer success requests.
About the role
- Technical Support Engineer providing Azure support for Ingram Micro. Diagnosing issues and delivering a seamless support experience for customers.
Responsibilities
- Responding to complex inbound Azure Technical service requests over the phone and email directly with customers (VMs, Networking, Storage, Identity, etc.)
- Diagnose, troubleshoot, and resolve technical problems across software, APIs, integrations, and infrastructure.
- Diagnose and resolve system outages, performance issues, and configuration errors
- Provide Tier 2 support for cloud-based infrastructure and applications
- Guide users through Azure features, configurations, and best practices
- Escalate unresolved issues to engineering or Tier 3 support teams
- Document issues and resolutions in the support ticket system for future reference
- Create and maintain internal runbooks, FAQs, and technical documentation
- Lead incident response or participate in on-call rotation for critical issues
- Identify support trends and partner with Product & Engineering on long-term solutions
- Accurately and efficiently log all issues and status updates in our internal tracking system.
- Understands client's business objectives/impact and applies their expertise to timely resolve issues and ensure customer success.
- Supporting multiple cloud and hardware solutions
- Contributing to the development of service desk processes and procedures.
- Interacts closely with various departments and vendors to provide timely resolution on issues.
- Handling support requests from resellers, by staying on top of new features and enhancements and being a subject matter expert, and providing diagnoses and issue resolution on our Platform.
- Triaging to internal and external teams, pushing for resolution within SLO’s by being the Customer advocate with Engineering, Development and 3rd party Vendor teams
Requirements
- High school diploma (or equivalent) required
- Secondary degree preferred
- 4–7+ years in Azure technical support, solutions engineering, or a similar customer-facing technical role
- Azure certification
- Deep experience with relevant stack: SaaS platforms, APIs, databases, scripting (e.g., Python/Shell), cloud services (AWS, Azure), or networking
- Strong knowledge of Microsoft Azure services and architecture is a must have
- Proficiency in Azure CLI, PowerShell, and diagnostic tools
- Familiarity with networking protocols (DNS, DHCP, TCP/IP) and OS-level troubleshooting (Windows/Linux)
- Excellent problem-solving and communication skills
- Proven troubleshooting skills with the ability to think critically and communicate clearly under pressure
- Strong understanding of web technologies, integrations, or system architecture
- Experience working with ticketing systems (e.g., Zendesk, Jira) and knowledge bases
- Must have excellent verbal and written communication skills, as well as excellent analytical and problem-solving skills; with a customer-first mindset.
- Ability to prioritize user requests effectively and manage user expectations.
- Ability to balance attention to detail with expeditious execution in a fast-paced environment working.
- Passion for driving exceptional customer experience.
- Ability to work through ambiguity and thrive in a rapidly changing business environment.
- Strong analytical and problem-solving skills.
- Experience working with Webservers and Databases – Apache, IIS, MySQL, MSSQL and PostgreSQL
- Strong knowledge of Application Protocols – DNS, HTTP, HTTPS (SSL), FTP
- Basic understanding or experience working on Linux environments
- General understanding of technologies on Apis webservice: JSON, REST, OAuth..
- Flexibility working some weekends and later hours to help fulfill a 24x7 business
- Passion for providing exemplary customer service, strong customer focus
- Eager to learn new technologies
- Good verbal and written professional communication, fluent in English.
- Self-motivated and proactive in performing duties
- Attention to detail
Benefits
- healthcare benefits
- paid time off
- parental leave
- 401(k) plan and company match
- short-term and long-term disability coverage
- basic life insurance
- wellbeing benefits
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