Job Summary

The Senior Software Support Engineer at TreasuryXpress provides 3rd Level application support for the Global Payment Hub SaaS solution. This role focuses on troubleshooting, root cause analysis, and resolution of complex production issues across backend services, cloud infrastructure, and integrations. The engineer works closely with Engineering, QA, DevOps, and Product teams to ensure system stability, high availability, and customer satisfaction.

Key Responsibilities

• Application & Production Support

Provide 3rd Level support for TX applications and services.

Troubleshoot, diagnose, and resolve complex issues across .NET Core/.NET 8 backend services.

Analyze production incidents related to payments, bank connectivity, cash visibility, and forecasting workflows.

Perform deep debugging and root cause analysis, escalating to engineering teams when required.

Develop and deploy production hotfixes when required, following change and release procedures.

Enhance the in‑house AI‑based alerting and monitoring system.

• Incident Management & Communication

Handle support tickets based on defined priorities and SLAs.

Provide continuous status updates and resolution feedback to the Support Lead and stakeholders.

Support internal and external stakeholders via email, MS Teams, and ticketing systems.

Participate in on-call rotation and support activities outside of standard office hours.

• Cloud & Platform Support

Support cloud-native services running on Azure (AKS, Azure Functions, Azure Service Bus).

Investigate issues related to containerized workloads, messaging, and event-driven systems.

Monitor system health, performance, and availability in collaboration with DevOps teams.

• Database & Data Investigation

Troubleshoot data-related issues using PostgreSQL.

Write and execute SQL queries to investigate incidents and validate data integrity.

Assist with identifying data inconsistencies, performance issues, and transactional errors.

• Quality, Documentation & Continuous Improvement

Maintain and update support documentation, runbooks, and customer alerts.

Contribute to knowledge base articles and known-issue documentation.

Participate in post-incident reviews and recommend preventive or corrective actions.

• Cross-Team Collaboration

Work closely with Engineering, QA, DevOps, Architecture, and Product teams.

Participate in daily stand-ups, incident reviews, and technical discussions.

Support training sessions and knowledge transfer activities to improve overall support readiness.

Required Qualifications

• Bachelor’s degree in Computer Science or a related field.
• 4+ years of experience in Software Support, Application Support, or Software Engineering roles.
• Excellent written and spoken English is required.
• Strong experience troubleshooting .NET Core/.NET applications and Web APIs.
• Solid knowledge of Azure PaaS services, Docker, Kubernetes, and CI/CD pipelines.
• Strong experience with PostgreSQL and SQL-based investigations.
• Experience with secure systems, authentication, and identity providers.

Desired Skills & Experience

• Proven ability to debug complex production issues and drive them to root cause resolution.
• Hands-on experience with RESTful APIs, event-driven systems, and messaging platforms.
• Familiarity with Blazor-based applications and frontend/backend interaction.
• Experience with Git, Jira, and incident/ticket management workflows.
• Fintech or financial systems support experience is a strong plus.

Soft Skills

• Excellent communication skills with a strong customer and service mindset.
• Strong analytical and problem-solving abilities.
• Ability to work independently with minimal supervision.
• Dynamic, proactive, and motivated team player.
• Comfortable working in high-pressure, production-support environments.

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