3-5+ years of progressive technical experience in a software company
Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field-or equivalent combination of relevant education, certifications, and professional experience.
Advanced troubleshooting and root cause analysis across SaaS applications, integrations, databases, cloud services, and logs
Proficiency using approved generative AI and AI-assisted development tools to support technical research, log analysis, SQL and PowerShell development, API troubleshooting, case documentation, and knowledge creation.
Ability to critically evaluate and independently validate AI-generated technical recommendations, queries, scripts, and conclusions before applying them in customer or production environments.
Understanding of responsible AI practices, including data privacy, information security, appropriate handling of customer information, and compliance with organizational AI-use policies.
Working knowledge of Azure, identity protocols, DNS, SSL/TLS, networking, and web application connectivity
Familiarity with APIs, data formats, Postman, Jira Service Management, service desk operations, and enterprise software platforms