Developer L3 / Product Support Engineer (Enterprise Integrations) Title: Developer L3 – Product Support Engineering Location: United States/Canada (Remote) Type: Full-time About the Role We're looking for a hands-on Developer L3 / Product Support Engineer to own complex, real-world issues in a mature enterprise platform that integrates with external systems such as physical access control systems (PACS). This is a blended role: - Part development-focused L3: deep-dive analysis, SQL, logs, root-cause. - Part product support engineering: working closely with Services, QA and Product teams, and sometimes directly with customer technical teams. This role spans two distinct but equally important support contexts: - Active project deployments (pre-go-live): working alongside the services delivery team to investigate and resolve blockers that arise as customers are being onboarded — new integrations, first-time feature deployments, and environments that don't behave like the lab. - Live production support: owning complex L3 escalations for customers already in production — performance degradation, integration failures, database instability, and anything the L1/L2 team can't resolve. Together, these give you full-lifecycle visibility: from first deployment through long-term production stability. You'll investigate and resolve high-impact issues in both contexts, analyse database and integration behaviour, and turn your findings into product improvements and internal knowledge articles. You'll work heavily with SQL Server, a .NET-style backend, scheduler-driven dataflows, PACS integrations (e.g. via APIs/adapters similar to Lenel OpenAccess), and a platform that runs on both cloud-native (Kubernetes) and on-premises infrastructure. We'll train you on the product and processes; you bring strong engineering fundamentals, curiosity and ownership. This is a US/Canada-based role operating Monday–Friday, and forms part of a growing global L3 team built for follow-the-sun coverage. What You'll Do Own complex issues end-to-end - Take L3-escalated tickets from investigation through to resolution and follow-up. - Work with customer DBAs and infrastructure teams on issues involving database performance, failover behaviour, and high-frequency queries. - Use logs, telemetry, SQL and configuration analysis to isolate and validate root causes. Support active project deployments (pre-go-live) - Be a technical resource for the services delivery team during customer rollouts — investigate blockers that arise when new features, adapters or integrations are deployed for the first time. - Troubleshoot issues in customer environments that don't reproduce locally: permissions, network topology, infrastructure differences (on-prem vs cloud, air-gapped environments). - Help validate that deployment runbooks, configuration guides and environment prereqs are accurate and repeatable before a customer goes live. Analyse and troubleshoot production behaviour - Investigate performance and stability issues (e.g. high-memory / high-frequency queries triggered by scheduled jobs). - Correlate application behaviour with external systems and APIs (e.g. PACS integrations via an OpenAccess-style API and adapter services). - Propose and verify remediation plans that are safe, consistent, and well-documented. Collaborate with internal teams - Partner with L1/L2 Support to clarify problem statements and define clear next steps. - Work with QA to reproduce defects, validate fixes and refine regression coverage. - Work with Product Engineering to raise bugs and enhancements, validate patches and influence design based on what you see in the field. Create and maintain knowledge - Convert recurring or high-value investigations into knowledge base articles, runbooks and troubleshooting guides. - Contribute to internal playbooks, decision trees and standard remediation patterns for L3 support. - Help refine escalation criteria and improve which issues should reach L3 versus earlier tiers. Contribute to product quality - Identify code, configuration or data patterns that drive incidents and feed that insight back into the product roadmap. - Participate in incident reviews and post-mortems; define preventative and hardening actions. - Where appropriate, design, code, and merge hotfixes and stability patches directly to the codebase, including scripts and data migrations. Typical Problems You'll Work On - Investigating database failovers caused by high-frequency reporting or sync queries. - Analysing synchronisation schedules (e.g. event sync every few minutes vs daily location sync) and their impact on load. - Tracing behaviour through APIs and adapters connecting to external systems (e.g. PACS/OpenAccess-style APIs) to find which job or feature is generating problematic queries. - Validating that proposed changes (schedules, indexing strategies, configuration adjustments, data cleanup patterns) are safe and repeatable. - Reviewing customer configuration of dataflows, schedules and integrations against best-practice guides and recommending improvements. - Debugging a deployment that works in the internal lab but fails in a customer environment — isolating whether the issue is permissions, infrastructure configuration, environment parity, or a product defect. - Helping the services team get hands-on with a newly released feature or component before they deploy it at a customer site. Tech Environment Microsoft SQL Server - T-SQL query analysis and tuning. - Indexing and execution plan reasoning. - Understanding of locking, isolation levels and HA/failover scenarios. Backend services in a .NET-style enterprise stack - Multi-tier application architecture. - Background services / schedulers for recurring jobs (event syncs, location syncs, reporting dataflows). Enterprise integrations - APIs and adapter services integrating with external systems, including physical access control systems (PACS) via OpenAccess-style APIs. - Log- and configuration-driven debugging across multiple components. Cloud-native and on-premises infrastructure - Kubernetes-based deployments: understanding how containerised services behave differently from traditional Windows-hosted applications. - On-premises and air-gapped environments: familiarity with deployment tooling and the challenges of environments with restricted connectivity. - Ability to reason about infrastructure differences between an internal lab and a customer environment (networking, permissions, resource constraints). Tooling & Workflow - Jira (or similar) for incident/issue tracking and workflow — including structured pre-production and support ticket types. - Confluence (or similar) for documentation, runbooks and knowledge base content. About You You're an engineer who enjoys debugging and understanding complex systems — whether that's a live production incident or a deployment blocker mid-rollout. You like being close to real customer problems and seeing them through to resolution. Must-haves - 3–5+ years in software engineering, application support engineering, SRE, or similar roles. - Strong debugging and problem-solving skills in distributed or integrated systems. - Solid experience with relational databases, ideally SQL Server: - Confident reading and reasoning about complex T-SQL queries. - Understanding indexes, query plans, and performance impact. - Comfortable working with logs, traces and configuration to correlate and explain system behaviour. - Experience with enterprise integrations (APIs, adapters, scheduled dataflows). - Excellent written and verbal communication: - Able to explain technical findings clearly to Support, Product and occasionally customer technical teams. - Able to write clear, actionable knowledge base articles and runbooks. - Proven ability to troubleshoot collaboratively in a remote/async environment (e.g. debugging over screen-share, leaving clear trail-of-thought comments in Jira). - A strong sense of ownership and follow-through: you close the loop and make sure issues truly stay resolved. Nice-to-haves (or things you'll learn here) - Experience with physical access control systems (PACS) or other security/compliance-critical integrations. - Prior L3 / product support or SRE-style on-call experience. - Familiarity with .NET (C#) or similar backend technologies used in enterprise environments. - Experience with Kubernetes, container orchestration, or cloud-native application stacks. - Exposure to on-premises or air-gapped deployment patterns and the tooling that supports them. - Experience with Jira and Confluence in a structured incident and knowledge-management setup. How We'll Support You You don't need prior experience with this exact product. You'll get: - Structured onboarding to our L3 workflows, SLAs and escalation paths — covering both project delivery support and production support processes. - Access to existing knowledge base articles, runbooks and past incident analyses. - Mentoring from experienced L3 engineers, QA and Support team members. - A counterpart in Europe: you'll be part of a two-person L3 team designed for follow-the-sun coverage, so handoffs and collaboration across time zones are built into the role. - Time explicitly set aside for learning, documentation and continuous improvement — not just ticket throughput.

Overview With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world. Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment. In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Technical Support Engineer- Windows Networking, you will own, troubleshoot, and solve highly complex customer technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and further deepen your technical proficiency – becoming a product expert. Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond. Responsibilities Business Integration - Uses business integration knowledge to influence strategy when engaging with customers, partners, and teams. Product/Process Improvement - Leads case triage meetings and/or case discussions to share knowledge with other engineers and develop customer solutions. Takes learnings from triage meetings to communicate readiness needs to manager or readiness team. - Reviews diagnostic processes and collaborates to design complete systems that simplify tools automation and eliminate systematic diagnostic issues. Builds automation tools. - Contributes to product improvements by filing bugs and design change requests, and recommends potential fixes to validate resolution prior to shipping to customer or production in order to prevent customers from being impacted. - Acts as a trusted advisor to the product group, in a designated discipline or technology, to influence, improve, or propose fixes. - Makes improvements based on feedback provided. Translates feedback and creates processes and workflows for case resolution. Readiness - Assists in the development of end-to-end readiness programs (e.g., mentoring, leading triages, content creation, brown bag sessions, blogs, quality assurance checks, writes technical articles) for new and existing technology. Response and Resolution - Collaborates on cross-team and cross-product technical issues by working with resources from other groups including support engineering groups, product groups, services team, and account team as needed to resolve highly complex customer issues. - Reviews highly complex issues and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., debugging) to help resolve customer issues. Supports the business both locally and globally to drive business. Serves as a technical escalation point. - Performs complex product troubleshooting and remediation when needed. Works alongside the development teams to drive incident resolution for configuration, code, or other service deficiencies impacting customers. Analyzes patterns of problems and identifies workflows to optimize support engineering delivery for a team or region level. - Resolves highly complex cases and by working on the end-to-end on case resolution. Serves as an escalation point for other engineers to assist in resolving cases. May have to work with product group or engineering team. Qualifications Required/minimum qualifications - Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 5+ years of technical support, technical consulting experience, or information technology experience OR 7+ years of technical support, technical consulting experience, or information technology experience OR equivalent experience. Other Requirements: Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: - Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter. - Citizenship verification: This position requires verification of citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, and as a condition of employment, the successful candidate’s citizenship will be verified with a valid passport.  Additional or preferred qualifications - Microsoft Technology Certifications - Strong C/C++ reading and writing skills. - C# reading and writing skills. - Strong ability to manage customers in high impact situations. - Post-mortem user and kernel mode debugging. - Weekend Avialability is required. Technical Support Engineering IC5 - The typical base pay range for this role across the U.S. is USD $106,400 - $203,600 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $137,600 - $222,600 per year. Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled. Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.

• Investigate, troubleshoot, and resolve complex technical issues related to our software products, diving deep into the code when necessary. • Collaborate with the Tier 1 support team to address escalated support tickets, providing expert guidance and assistance. • Document customer interactions and resolutions in our Zendesk ticketing system, maintain accurate records, and ensure proper follow-up. • Work closely with the development team to identify, report, and resolve software bugs. • Contribute to creating and maintaining knowledge base articles, technical documentation, and other support resources. • Participate in ongoing training to stay current with product updates, new features, and industry trends. • Provide feedback and recommendations to improve product functionality, usability, and performance.

• Maintain a reliable, high-speed internet connection • Handle Tech Support requests filed by clinicians or patients from end to end • Manage and organize various project tools (e.g., GitLab, AzureDevOps, spreadsheets, bug trackers, documents) • Conduct Tech Calls for non-tech-savvy patients (mainly older adults) in the USA • Guide patients through Android tablet usage and confirm settings through Samsung Knox • Work with RPM devices to ensure they are connected and transmitting accurate data • Collaborate with Engineering Team and Program Managers to escalate and resolve issues • Assist clinicians and company support staff with technical issues • Run queries and check analytics using Azure’s CosmosDB or Device Analytics • Become extremely familiar with our proprietary app, tablets, RPM devices, and backend systems. • Support clinical team with equipment setup and checking applied security policies • Present and take notes on Technical meetings, specifically on issues encountered and plans to resolve them.