Jobs in India

About this role

Job Responsibilities and/or Success Factors:

. Provide advanced technical support for SaaS/On-premise systems, diagnosing and resolving complex issues

. Assist customers with configuration, deployment, and troubleshooting of ESL systems

. Work closely with L1 support, development teams, and other departments to ensure efficient issue resolution 

. Document incidents, resolutions, and create knowledge base articles for future reference.

. Conduct root cause analysis for recurring issues and implement preventive measures.

. Monitor systems for performance, availability, and potential issues.

. Adaptable to working in different shifts as required

Required skills and experience include:

. Bachelor’s Degree or diploma in Computer Science, Information Technology, or a related field..

. Minimum of 3 years of experience in a similar role within a SaaS or tech support environment

. Proficiency in cloud platforms (e.g., Microsoft Azure),scripting languages (e.g., Python, PowerShell), and troubleshooting tools.

. Hands-on experience using SQL queries on databases such as PostgreSQL, MSSQL, and MongoDB

. Proficient in using monitoring tools like Grafana and Kibana for tracking and analyzing system performance and logs.

. experience in troubleshooting applications with load balancers and web servers like Apache Tomcat.

. Excellent analytical and problem-solving skills to diagnose and resolve complex technical issues

. Capability to provide high-quality customer service and maintain customer satisfaction..