L3 Software Engineer - Troubleshooting (5-8 yrs)

We are seeking a dedicated Software Engineer (L3 Support / BAU) to join our support team for a critical product in the Time and Labor Management (TLM) space.

The successful candidate will be responsible for diagnosing, troubleshooting, and resolving issues in a . NET 8 and C# environment, working on a cloud-based architecture using Azure.

You will also be expected to perform root cause analysis (RCA) and fix issues identified in the production environment.

This is a night shift position to support our US-based customers.

Key Responsibilities :

- Provide L3 support for our TLM product built on . NET 8 and C#.

- Diagnose, troubleshoot, and resolve production issues, ensuring quick resolution to prevent customer impact.

- Perform root cause analysis (RCA) for recurring issues and provide permanent fixes.

- Utilize RabbitMQ and NServiceBus for troubleshooting message-based communication issues.

- Work with Redis cache to resolve caching-related problems and optimize performance.

- Maintain and troubleshoot the MS SQL database, ensuring data integrity and availability.

- Collaborate with the L1 L2 support team to escalate and resolve issues efficiently.

- Document all fixes, improvements, and issue resolutions for knowledge sharing.

- Support the release of hotfixes or patches in collaboration with the development team.

- Ensure adherence to Service Level Agreements (SLAs) for issue resolution and response time.

- Participate in continuous improvement efforts to enhance system reliability and stability.

Technical Skills Required :

- Strong proficiency in .NET 8 and C#.

- Experience with Azure cloud services (Storage, AZ B2C).

- Familiarity with RabbitMQ and NServiceBus for message queues and service bus operations.

- Hands-on experience with Redis for caching mechanisms.

- Strong knowledge of MS SQL for database maintenance and troubleshooting.

- Experience in conducting root cause analysis (RCA) and fixing production issues.

- Familiarity with support tools and processes for tracking issues and maintaining SLAs.

Desired Skills :

- Excellent communication skills to interact with US customers and internal teams.

- Ability to work independently and handle production issues in a high-pressure environment.

- Previous experience in night shifts or in a support environment preferred.

- PrismHR is a fast-paced SaaS company which provides customers with a cloud-based payroll process software application.

- PrismHR also provides professional services including system implementation consulting, custom configurations, and training.

- Lastly, via the Company's Marketplace platform customers and end users access other human resources and employee benefits applications from PrismHR's Marketplace Partners.

- Diversity, Equity And Inclusion Program/Affirmative Action Plan.

- We have transformed our company into an inclusive environment where individuals are valued for their talents and empowered to reach their fullest potential.

- At PrismHR, we strive to continually lead with our values and beliefs that enable our employees to develop their potential, bring their full self to work, and engage in a world of inclusion.

- Ensuring an inclusive environment for our employees is an integral part of the PrismHR culture.

- We aren't just checking a box, we are truly committed to creating a workplace that celebrates the diversity of our employees and fosters a sense of belonging for everyone.