Technical Customer Support Engineer
About the role
The Technical Customer Support Engineer role at Idhammar involves providing advanced technical support for enterprise customers using Idhammar’s products. The position requires troubleshooting and resolving complex issues across application, database, integrations, networking, and cloud infrastructure layers. Responsibilities include managing customer cases, performing advanced database investigations, supporting multi-cloud environments, diagnosing networking and integration problems, conducting proactive maintenance, and collaborating with product and engineering teams. The role also involves clear communication with stakeholders and contributing to internal and customer-facing documentation. Candidates should have a strong software background and experience in technical support for enterprise environments.
Must have
- Degree in Computer Science, Software Engineering, Information Systems, or related field (or equivalent experience).
- Advanced SQL expertise (5+ years), including: Complex joins, window functions, stored procedures, views. Performance tuning (indexes, execution plans, statistics, partitioning). Backup/restore basics, data migration, and scripting for maintenance.
- Strong experience supporting .NET/Windows server applications and web APIs.
- Proficiency in network troubleshooting: TCP/IP fundamentals, routing, and DNS. HTTP/HTTPS, TLS/SSL, and certificate handling. VPNs, firewalls/security groups, load balancers. Packet capture and analysis (Wireshark, tcpdump, or equivalent).
- Hands-on experience with at least one major cloud (Azure, AWS, IONOS Cloud), and familiarity with others: Compute, storage, identity & access, monitoring/logging, secrets management. Networking basics (VNet/VPC, firewalls/security groups, DNS, TLS).
- Scripting/automation with PowerShell and/or Python.
- Familiarity with CI/CD (Azure DevOps, GitHub Actions, or similar).
- Excellent customer communication, incident handling, and documentation skills.
Nice to have
- Experience with CMMS/EAM/OEE or manufacturing/industrial data; exposure to OPC UA, SCADA/PLC integrations.
- Knowledge of Power BI (DAX, dataset refresh issues, gateway configuration).
- Experience with PostgreSQL (including extensions like pg_stat_statements or pg_partman) and/or SQL Server performance tools.
- Familiarity with ITIL, major incident management, and stakeholder comms.
- Exposure to observability stacks (Azure Monitor, ELK/OpenSearch, Grafana, Prometheus).
- Basic container knowledge (Docker) and Kubernetes fundamentals.
Technologies
- Authentication
- AWS
- Azure
- Azure DevOps
- CI/CD
- Data Ingestion
- DNS
- Docker
- .NET
- ELK Stack
- Microsoft Entra ID
- ERP
- ETL
- Firewall
- GitHub
- GitHub Actions
- Grafana
- gRPC
- IAM
- ITIL
- Jira
- Kubernetes
- OAuth
- Observability
- OpenID
- OpenSearch
- PostgreSQL
- Power BI
- PowerShell
- Prometheus
- Python
- SCADA
- Secrets Management
- SQL
- SQL Server
- SSL
- Statistics
- TCP/IP
- TLS
- VPC
- VPN
- Windows
- Windows Server
- Wireshark
Highlights
The position offers work from home, training and development opportunities, and a performance bonus. Applicants are requested to include their desired salary in LKR per month.
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