L3/L4 Support. Net Engineer
- Icertis
- 12 - 18 years
- Pune
- 2 months ago
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Job Description
The Senior L3 Support Engineer will be part of the Engineering-owned L3 Hypercare team, responsible for handling complex, business-critical incidents across large-scale AI/ML-driven SaaS products in a B2B enterprise environment. Serving as the final technical escalation point, this role ensures the high availability, performance, and compliance of customer-facing platforms running on Microsoft Azure. It demands a strong blend of cloud-native troubleshooting expertise, AI/ML workload insight, and enterprise-grade support practices.
Key Responsibilities
- Act as the highest-level escalation for L3/L4 issues impacting AI/ML SaaS products.
- Develop a detailed technical understanding of AI Apps and services and be equipped to hands-on fix issues in any area.
- Perform deep-dive diagnostics across microservices, APIs, AI/ML pipelines, and Azure resources.
- Lead root cause analysis (RCA), create ServiceNow incident/problem records, and implement permanent fixes.
- Ensure adherence to SLAs and SLOs for enterprise customers.
- Interface with Partners, Professional services and Customers during escalations, lead debugging and provide resolutions plans.
- Support and troubleshoot AI/ML inference services, model deployments, and data pipelines.
- Work with Azure Machine Learning, Azure Kubernetes Service (AKS), and Azure Data/Storage services.
- Collaborate with data scientists and engineering teams on performance optimization and retraining impacts. Feeback field issues into product backlog.
- Implement and fine-tune monitoring using Datadog, ElasticSearch/Kibana, and Azure Monitor.
- Set up and maintain alerting for anomaly detection in AI/ML workloads.
- Partner with engineering, DevOps, and SRE teams to improve architecture and prevent recurring incidents.
- Create and maintain detailed runbooks, playbooks, and knowledge base articles for ServiceNow.
- Provide mentoring and technical guidance to L1/L2 teams.
Required Skills & Experience
- Development and troubleshooting skills on the Microsoft platform, with expertise in C#,ASP.NET, MVC, SQL, JQUERY, Stored Procedures, Azure. Python skills will added advantage.
- Database: SQL debugging, query tuning; exposure to Cosmos DB or PostgreSQL preferred.
- Cloud & Infra: Deep hands-on expertise in Microsoft Azure (AKS, App Services, Functions, Storage, Networking), CI/CD pipelines.
- AI/ML: Understanding of ML model deployment, inference pipelines, vector stores, RAG, and GPU/CPU optimization.
- Observability & Logging: Proficiency with Datadog, ElasticSearch/Kibana, OpenTelemetry, and Azure Monitor.
- Service Management: Strong knowledge of ServiceNow ITSM (incident, problem, change).
Experience:
12 - 15 years in technical/production support, with at least 4+ years in L3 or senior escalation roles in a cloud/SaaS environment.
Qualifications
B.E./B.Tech/MCA or equivalent degree. Certifications like Microsoft Azure Solutions Architect, Azure DevOps Engineer, or Datadog Observability are a plus.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Engineering - Software & QARole Category: Software DevelopmentRole: Software Development - OtherEmployement Type: Full timeContact Details:
Company: IcertisLocation(s): Pune
Keyskills: .Net L3/L4 Troubleshooting
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Icertis
This is a manufacturing, Trading and Retail Sales Company.\r\nProducts: Door, Chokhat, Plywood, Board etc.
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