[Hiring] Senior Application Support Engineer @Recru-IT

Role Description

Our client is a privacy-preserving data collaboration platform used by enterprise financial services, retail, and data-intensive clients across South Africa, the UK, US, UAE, and Brazil. The company’s client-facing product is the company’s Desktop Connect v2 (“Desktop Connect”), an Electron desktop client with a Vue.js renderer and C# backend that runs on client Windows/macOS endpoints, backed by Server Connect, a C# .NET console application that runs on the client’s own Windows or Linux servers to handle the server-side connection. Both are deployed directly into client-controlled corporate networks — where installation, configuration, networking, and security are first-class engineering problems, not afterthoughts.

This role owns getting that application installed, trusted, and running in environments they don’t control, and diagnosing it — end to end, across the application code, the desktop client, and the surrounding network — when it doesn’t. This is not a help-desk role. You’ll read C# stack traces and debug Vue.js/Electron client behavior with equal fluency, diagnose the Server Connect .NET console app on both Windows and Linux, reason through firewall rules and certificate trust chains, and use Azure Monitor and Log Analytics to catch problems before a client has to report them. You own your cases end to end, and you’re expected to leave the documentation and tooling better than you found it, so the next failure of the same kind doesn’t need you at all.

Duties & Responsibilities

What you’ll do:

• Serve as the primary technical point of contact for enterprise clients running into trouble with Desktop Connect.
• Own remote support sessions from first contact through verified resolution — triage, clear communication, and a written summary of what happened and why.
• Lead remote installations and upgrades into corporate networks with real security constraints and validate that they actually work post-deployment.
• Spot patterns across recurring cases and drive them to a permanent fix — in the product, the docs, or the install process — rather than re-solving the same problem every time.
• Own the company’s installation documentation and support knowledge base as living systems, not static files.

Technical Responsibilities

• Application-layer diagnosis, both directions of the stack, at equal depth:
• C#: read and interpret application code, stack traces, and logs well enough to brief engineering with a precise root cause.
• Vue.js/Electron: diagnose client-side failures using browser DevTools, reason through Vue component and state-management issues, and debug Electron-specific failure modes across Windows/macOS enterprise endpoints for Desktop Connect.
• Server Connect diagnosis: troubleshoot the Server Connect .NET console application across both Windows and Linux server deployments.
• Environment and network diagnosis: firewall rules, proxy configuration, certificate trust chains, allowlisting, and network path issues.
• Observability: use Azure Monitor and Log Analytics to query, interpret, and act on telemetry and error logs.
• Classification: tell the difference between a support/config issue, an environment issue, and a genuine product bug.

Production / Incident Responsibilities

• Triage incoming cases by severity and manage client expectations with clear, timely communication.
• Contribute to small bug fixes and stability improvements across the C# backend, the Vue.js/Electron desktop client, and the Angular web app.
• Escalation availability for confirmed client incidents outside standard South Africa business hours.
• Contribute to Azure networking discussions relevant to client deployments.

Qualifications

• 5+ years in a technical support, solutions engineering, or platform engineering role, with at least 2 years client-facing.

Requirements

• Hands-on C# — sufficient to read, debug and interpret application code, stack traces, and logs.
• Hands-on Vue.js and Electron diagnostic experience.
• Working familiarity with Angular — enough to make small, safe bug fixes.
• Comfortable working from the command line on both Windows and Linux server environments.
• Proven experience diagnosing complex enterprise environment failures.
• Proficiency with Azure Monitor and Log Analytics for operational troubleshooting.
• Clear, professional written and verbal communication.

Nice-to-have Experience

• Azure networking depth: VNets, NSGs, private endpoints.
• Electron packaging, auto-update mechanisms, and codesigning at production scale.
• Linux system administration depth.
• PowerShell and/or Bash scripting for diagnostic automation.
• Certificate/PKI management in enterprise environments.
• Enterprise SSO/identity experience.
• A cloud certification (AZ-900/104/204) — nice to have, never required.

Why This Role Matters

Every enterprise client who cannot get Desktop Connect installed, or stops trusting it after a bad experience, is a deal or a renewal at risk — and every recurring failure you eliminate for good is time back for the whole engineering team. This is a role with real technical teeth and real client-facing stakes, not a queue to clear.

Package & Remuneration

Annually