Role Description This is a remote position. We are building a dedicated 24x7 support team for the Visiogen platform — a suite of business-critical applications including: - HiApp (Human Intelligence App) - Customer Portal - Operations Portal - Clinic chatbot integrations As a Support Engineer, you will be a Forward Deployed Engineer: hands-on, embedded close to the business, and directly responsible for keeping these systems running and resolving issues that are often unique to individual clinics, customers, or integrations. WHAT MATTERS MOST: We are hiring for problem-solvers first. This role is for someone who has demonstrably rolled up their sleeves and solved messy, customer-specific, or one-off production issues — not just someone who has followed runbook. Relevant certifications (Azure, Kubernetes, etc.) are a plus, but proven, hands-on troubleshooting experience carries far more weight than a certificate. Key Responsibilities - Platform Monitoring: - Monitor application health, availability, and performance across HiApp, Customer Portal, and Operations Portal - Monitor Azure infrastructure and services, integrations, and APIs using Log Analytics and Application Insights - Review logs, dashboards, and alerts to catch potential issues before they impact customers. - Incident Management: - Respond to production incidents as part of a 24x7 rotation and classify them by severity (P1/P2/P3) - Own incidents through to resolution, coordinating with engineering teams during outages - Restore services within agreed SLA timelines and provide clear, timely status updates - Troubleshooting & Root Cause Analysis: - Investigate application failures across React, .NET, and Python (Gen AI) services - Diagnose Azure resource issues — AKS pod crashes, App Gateway/WAF issues, PostgreSQL and Redis problems, Function App failures - Analyze API, database, network, and integration issues, and perform root cause analysis with corrective recommendations - Troubleshoot clinic-specific chatbot integration failures, including JavaScript embed issues on customer websites - Business & Operations Support: - Support new clinic onboarding activities, including data ingestion via Function Apps into the vector database. - Assist the Operations and Customer Success teams with product-level troubleshooting. - Handle customer-specific or customized requirements that fall outside standard playbooks, and drive them to resolution independently. Qualifications - 3-4 years of experience in a relevant field - Experience with Azure Kubernetes Service (AKS), Application Gateway (WAF_v2), Private Endpoints, Traffic Manager, and general Azure resource management - Working knowledge of PostgreSQL and Redis — able to troubleshoot connectivity, performance, and query-level issues Requirements - Hands-on experience with Azure Kubernetes Service (AKS) - Experience with Application Gateway (WAF_v2) - Knowledge of Private Endpoints and Traffic Manager - General Azure resource management skills - Ability to troubleshoot PostgreSQL and Redis issues