Roles & Responsibilities:

Handle tickets raised from various stakeholders across all channels (Freshservice , Slack and mail)
Troubleshooting the issue to identify the root cause by checking the APP logs , dashboards , database queries and escalating the issue to the engineering team based on the issue severity & criticality.
Handle the incident management process & ensure full alignment across all involved stakeholders (Commercial , CX , Operations and Engineering teams)
Responsible for documenting all business processes and building knowledge sharing repo
Monitor the alerts , check services success rates & ensure system is performing normally
Work on rotational shifts to provide continuous support coverage and ensure timely response to incidents.

REQUIRED EDUCATION, KNOWLEDGE, AND SKILLS

Bachelor degree in Information Systems, Computer Science, or related field.
2-4 years of experience as a technical support engineer.
Familiar with database, scripting, APIs & basic programming concepts.
Using communication skills to effectively collaborate with various stakeholders.
Having good analytical and problem-solving capabilities

Senior Technical Support Engineer

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