The Role
We’re hiring an Experienced Technical Customer Support Engineer with a strong software background who loves solving complex problems for enterprise customers. You’ll be the technical front line for Idhammar’s products—triaging, troubleshooting, and resolving issues across application, database, integrations, networking, and cloud infrastructure layers.
What you’ll do
- Own customer cases from intake to resolution using Jira Service Management (or similar) to meet and exceed SLAs.
- Troubleshoot application, integration, and network-related issues across web, mobile, and API services; reproduce defects, isolate root causes, and deliver fixes or high-quality escalations.
- Perform advanced database investigations using SQL Server/PostgreSQL: analyse slow queries, locks, deadlocks, index usage, and craft optimised SQL to remediate performance problems.
- Support and maintain multi-cloud environments (Azure, AWS, IONOS Cloud):
- Review logs/metrics, scale resources, and manage compute, storage, and networking.
- Handle identity and access (IAM/Entra ID roles & policies), certificates, and secrets.
- Coordinate patching and maintenance windows.
- Diagnose and resolve networking and connectivity issues across TCP/IP, DNS, VPN, TLS/SSL, HTTP/HTTPS, firewalls/security groups.
- Diagnose connectivity and data integration problems (ERP/SCADA/IoT, OPC UA, REST/gRPC, file-based ETL) with vendors and customer IT teams.
- Conduct proactive health checks, patching, and minor hotfix deployments; contribute to playbooks and runbooks.
- Communicate clearly with both technical and non-technical stakeholders; provide incident updates and post-incident reports.
- Create and improve knowledge base articles, customer guides, and internal troubleshooting recipes.
- Collaborate with Product and Engineering on bug triage, feature feedback, and reliability improvements.
Typical issues you’ll handle
- Query timeouts and blocking chains; designing/adjusting indexes and query plans.
- Data ingestion failures (CSV/ETL/API), schema changes, and referential integrity issues.
- API authentication/authorisation problems (OAuth2/OIDC), certificate or token expiry.
- Application performance regressions after upgrades; log analysis and rollback/mitigation.
- Network troubleshooting: packet loss, TLS handshake errors, DNS resolution failures, HTTPS/API connectivity problems, VPN/firewall misconfigurations.
- Cloud environment alarms (CPU/IO, storage thresholds, scaling, networking) and unexpected cost spikes.
