Requirements

Candidate must have multi-year hands-on experience in technical support, technical consulting, or information technology environment.
Strong troubleshooting and analytical skills with the ability to independently investigate complex technical issues, identify root causes, and drive timely resolution.
Demonstrated ability to effectively prioritize workload, balance competing demands, and make sound decisions in a fast-paced customer support environment.
Strong teamwork mindset with a commitment to collaborating across teams, sharing knowledge, supporting peers, and contributing toward common organizational goals.
Proven organizational and case management skills, including maintaining accurate case notes, timely customer communication, up-to-date case records, and disciplined follow-through on commitments and action items.
Working knowledge of Azure DevOps Services and Azure DevOps Server, using logs, traces, configuration data, reproducible scenarios, and product documentation.

Nice to Haves

Experience troubleshooting web-based applications, including authentication, authorization, networking, performance, and browser-related issues.
Software development experience with one or more programming languages and the ability to read, understand, debug, and analyze application code.
Understanding of solution architecture principles, including cloud-native applications, distributed systems, identity integration, APIs, and DevOps practices.
Experience with automated testing methodologies, test automation frameworks, CI/CD pipelines, and quality engineering best practices.

Own assigned support cases end to end, from intake and scoping through investigation, mitigation, resolution, and closure.
Diagnose issues across Azure DevOps Services and Azure DevOps Server, using logs, traces, configuration data, reproducible scenarios, and product documentation.
Ask targeted scoping questions, establish impact and urgency, maintain a clear troubleshooting plan, and keep case notes current.
Provide accurate, timely, and audience-appropriate customer updates, including next steps, risks, dependencies, and agreed follow-up actions.
Build working knowledge of customer architectures, usage patterns, history, and constraints to improve the speed and relevance of support.

Technical Support Engineering IC4 - The typical base pay range for this role across Portugal is €43,300.00 - €74,300.00 per year.
Technical Support Engineering IC4 - The typical base pay range for this role across Romania is lei 199,400.00 - lei 347,800.00 per year.
This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.