Support Engineer (24x7 Operations Support)

Location: Bengaluru

Work Mode: Remote

Type: Full Time

Experience: 3–4 years

Department: Engineering · Management

Key Skills: Platform Monitoring & Application Health, Incident Management & SLA Adherence

Azure Infrastructure Troubleshooting, React, .NET & Python Application Support, Root Cause Analysis (RCA), Log Analytics & Application Insights, API, Database & Integration Troubleshooting, Customer Support & Clinic Onboarding Operations.

We are building a dedicated 24x7 support team for the Visiogen platform, a suite of business-critical applications including HiApp (Human Intelligence App), our primary business application and the core platform Optometrists (ODs) use to monitor and respond to patient conversations across multiple clinics; Customer Portal; Operations Portal; and clinic chatbot integrations - all deployed on Internal Azure infrastructure. As a Support Engineer, you will be a Forward Deployed Engineer: hands-on, embedded close to the business, and directly responsible for keeping these systems running and resolving issues that are often unique to individual clinics, customers, or integrations.

We are hiring for problem-solvers first. This role is for someone who has demonstrably rolled up their sleeves and solved messy, customer-specific, or one-off production issues not just someone who has followed runbooks. Relevant certifications (Azure, Kubernetes, etc.) are a plus, but proven, hands-on troubleshooting experience carries far more weight than a certificate.

Responsibilities

• Monitor application health, availability, and performance across HiApp, Customer Portal, and Operations Portal.
• Monitor Azure infrastructure, services, integrations, and APIs using Log Analytics and Application Insights.
• Review logs, dashboards, and alerts to proactively identify issues before they impact customers.
• Respond to production incidents as part of a 24x7 rotation and classify them by severity (P1/P2/P3).
• Own production incidents through to resolution while coordinating with engineering teams during outages.
• Restore services within agreed SLA timelines and provide timely status updates to stakeholders.
• Investigate application failures across React, .NET, and Python (Gen AI) services.
• Diagnose Azure resource issues including AKS pod crashes, App Gateway/WAF issues, PostgreSQL, Redis, and Function App failures.
• Analyze API, database, network, and integration issues, and perform root cause analysis with corrective recommendations.
• Troubleshoot clinic-specific chatbot integration failures, including JavaScript embed issues on customer websites.
• Support new clinic onboarding activities, including data ingestion through Function Apps into the vector database.
• Assist the Operations and Customer Success teams with product-level troubleshooting.
• Handle customer-specific or customized requirements outside standard playbooks and independently drive them to resolution.

Qualifications

• Hands-on experience with Azure Kubernetes Service (AKS), Application Gateway (WAF_v2), Private Endpoints, Traffic Manager, and general Azure resource management.
• Working knowledge of PostgreSQL and Redis — able to troubleshoot connectivity, performance, and query-level issues.
• Experience with Azure Function Apps (EP1 / Elastic Premium plans) and data ingestion pipelines feeding a vector database.
• Familiarity with Azure DevOps, CI/CD pipelines, ACR (Premium), release validation, and deployment support.
• Ability to troubleshoot across React frontends, .NET backend services, and Python-based Gen AI services.
• Proficiency with Log Analytics, Application Insights, and Key Vault-based secrets/configuration troubleshooting.
• Proven track record of resolving customer-specific or one-off production issues under time pressure, not just textbook scenarios.
• Clear incident communication, ownership mindset, comfort working night/weekend shifts as part of a 24x7 rotation.
• Prior experience as a Forward Deployed Engineer, Solutions Engineer, or Production/L2-L3 Support Engineer in a customer-facing or embedded support model.
• Experience supporting healthcare, clinic, or patient-facing platforms is a plus, not a requirement.
• Azure or Kubernetes certifications are valued but secondary to demonstrated troubleshooting experience.
• Exposure to Gen AI / vector database concepts (e.g., embeddings, ingestion pipelines) is a plus.