Senior Software Engineer II (Application Support)

JOB DESCRIPTION

Job Title: Senior Software Engineer II (Application Support)

Department: Technology-CRE

Reports to: Engineering Manager

Experience: 6+ years

Location: Ahmedabad, Pune, India (Remote option available)

Shift Timings: 8.30 PM IST 5.30 AM IST.

Overview

Company Introduction

Genea was built on a foundation of listening to and serving the needs of our commercial real estate customers, starting with our flagship Overtime HVAC product. Over the years, we've earned the trust and loyalty of 21 of the top 25 largest commercial real estate companies in the US and continue to prove our value to them every day. Our clients rely on us to develop value-added technology solutions to solve other pain points in their operations. We have expanded our product portfolio to serve the complex and expanding needs of property teams.

Genea is a family of solutions designed to improve commercial real estate operations through cutting-edge technology. We revolutionize access control, streamline overtime HVAC, and economize submeter billing. Our suite of cloud-based, automated solutions is built to cut costs, reduce admin times, and maximize the tenant experience.

Experiencing enormous growth with aggressive expansion plans, Genea is expanding its Software Development and Operations center in India and is looking for dynamic engineering leaders who can become part of this already successful growth story and partner in creating a world-class team and products.

Job Role

We are seeking an experienced Application Support Engineer with expertise in .NET Applications to join our team. The ideal candidate should have a strong background in operations, automation, and troubleshooting in these areas. As a Level 3 Support and Operations Engineer, you will play a critical role in ensuring the stability, availability, and performance of our systems and applications.

Responsibilities:

• Provide operational support for .NET applications, including deployment, configuration, monitoring, and troubleshooting, to ensure their availability and performance.
• Implement and maintain automation scripts and tools to streamline operational tasks, implement alerts, enhance efficiency, and improve system reliability.
• Collaborate with cross-functional teams, including developers, product, operations, and business stakeholders, to troubleshoot and resolve complex issues related to .NET applications.
• Understand how the product works and how it is used by customers.
• Work closely with customers to answer questions about features and capabilities of our product Interact with customers to troubleshoot issues.

• Documenting root cause analysis in customer friendly manner

• Monitor system and application performance using monitoring tools and technologies such as Azure Monitor, or similar, proactively identifying and resolving issues to minimize downtime and optimize system performance.
• Implement and maintain backup and disaster recovery processes and technologies for the .NET environments.
• Contribute to the development and maintenance of operational documentation, including standard operating procedures (SOPs), runbooks, and knowledge base articles, to enable efficient troubleshooting and incident resolution.
• Stay up to date with emerging technologies, industry trends, and best practices in.NET operations, and proactively recommend improvements and innovations to enhance operational efficiency and effectiveness.
• Utilize automation tools and technologies such as SSIS, PowerShell, or similar to automate and optimize operational tasks and processes.

• Provide technical support to end-users, identifying and resolving issues within multiple components of critical business systems.

• Develop and maintain technical documentation, including user manuals, troubleshooting guides, and knowledge base articles.

• Participate in designing and implementing new features and enhancements, ensuring adherence to best practices and standards.

• Willingness to work in rotation or night shifts.

Technical Skills:

• 6+ years of previous experience in an Application Support role.

• Development and troubleshooting skills on the Microsoft platform, with expertise in C#, ASP.NET, MVC, SQL, JQUERY, Stored Procedures

• Should have supported .Net applications in the past and should be aware of .Net technology.

• Experience in troubleshooting and debugging complex software applications.

• Exposure to Windows Azure and Cloud Computing will be an added advantage.

• Strong understanding of software development life cycle (SDLC) and agile methodologies.

• Good understanding of customer support processes and tools. Ability to follow defined processes.

• Excellent problem-solving and analytical skills.

• Strong technical support skills, to respond swiftly to a variety of customer service issues.
• Excellent at customer service skills to provide high-level assistance and customer care for Application and Database issues and general user support for the apps.
• Basic knowledge of server & network setup, hardware technical specifications
• Experience using Service management tools like Jira and similar.

Qualifications:

• Bachelor's degree in computer science, information technology, or a related field.
• Minimum of 6+ years of experience in support & operations or a similar role, with expertise in .NET
• Experience in supporting and troubleshooting .NET applications, including web applications and services.
• Experience in SQL Server applications.
• Familiarity with monitoring tools and technologies such as Azure Monitor, or similar.
• Solid understanding of backup and disaster recovery processes and technologies.
• Strong scripting skills, such as PowerShell or Python, for automation and operational tasks.
• Strong analytical and problem-solving skills, with the ability to diagnose and resolve complex technical issues.
• Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams and stakeholders at all levels.

Competencies:

• Diversity - Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Design - Generates creative solutions; Translates concepts and information into images; Uses feedback to modify designs; Applies design principles; Demonstrates attention to detail.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
• Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

Perks and benefits we offer:

✨ Work Your Way: Enjoy a flexible working environment that suits your lifestyle.

✨ Time Off: 24 days of PTO and 10 holidays to unwind and pursue your passions.

✨ Comprehensive Leave Options: Including maternity, paternity, adoption, wedding, and bereavement leaves to support you during important life events.

✨ Health & Safety First: Benefit from family health insurance and personal accident coverage beyond your CTC.

✨ Top Workplace Honors: Celebrated as a Top Workplace from 2021 to 2024.

✨ Balanced Workweek: Embrace a balanced life with our 5-day work schedule