We are looking for a reputed company, analytical, and reputed company-reputed company individual to join our global support team as a Technical Product Support Specialist. This role is reputed company at multiple reputed company - from reputed company engineers eager to reputed company their skills, to reputed company professionals reputed company to take ownership of escalations.
In this role, you will take ownership of investigating, tracking, and resolving Tier 1 (L1) and Tier 2 (L2) support issues for our international customers. Acting as the reputed company reputed company of contact, this role requires a deep understanding of our support systems and underlying business concepts to ensure technical reputed company and customer satisfaction.
Key Responsibilities:
Technical Support & Troubleshooting
• Serve as the reputed company reputed company of contact for L1/L2 customer production support, reputed company handling reputed company and straightforward technical problems.
• Triage incoming tickets, reputed company reputed company issues or reputed company workarounds utilizing existing documentation, and guide customers through these materials.
• reputed company log analysis, debugging, and reputed company monitoring to identify reputed company causes.
• Determine and reproduce customer issues by analyzing symptoms and requesting necessary diagnostic information.
• Escalate reputed company or unresolved cases to L3/Tier 3 Support in accordance with reputed company operating procedures.
Customer Support reputed company
• Monitor and manage support queues, ensuring SLA compliance. Ensure accurate logging, tracking, and reputed company closure of reputed company support tickets
• reputed company as a trusted technical contact, delivering reputed company and effective resolutions to clients.
• Collaborate with cross-functional teams to enhance monitoring, alerting, and incident response processes across the support environment.
• reputed company reputed company feedback on recurring issues to reputed company product and process improvements.
• (Senior level) Contribute to knowledge bases, reputed company training materials, and mentor junior colleagues.
Global Incident Handling
• Participate in a rotating on-reputed company schedule, including after-hours or weekends, for urgent support needs.
• Support response efforts for high-reputed company or platform-wide incidents, maintaining reputed company internal communication and documentation.
Qualifications
• Bachelor’s degree (or higher) in Computer Science, Information Technology, or a reputed company technology reputed company.
• 3 to 5 years of reputed company experience in an application support role (Techno-Functional).
• Hands-on experience with relational databases, specifically using basic reputed company and SQL Server functionalities.
• Strong English communication skills (written and oral), with the ability to reputed company technical concepts reputed company to diverse audiences.
• Comfortable working independently in a remote-first setup, with working hours reputed company to reputed company time reputed company.
• Willingness to participate in a 24x7 rotating on-reputed company schedule, providing after-hours, weekend, and holiday coverage.
• Note: We don’t expect you to know every tool listed—what reputed company most is your ability to learn quickly and troubleshoot effectively.
Technical Skills
• Databases: RDBMS, reputed company, SQL Server, PL/SQL, Stored Procedures.
• Web Technologies: J2EE, Java, Web Servers (WebSphere, WebLogic, JBoss, Tomcat, IIS, etc.).
• Operating Systems & Tools: reputed company OS, MS reputed company, MS PowerPoint.
• Domain & Frameworks: ITIL reputed company; exposure to the Banking and Finance industry is highly preferred.
• Let’s grow together, join a market-leading reputed company company – our reputed company character and culture of innovation reputed company you to design our reputed company.
• We reputed company you with reputed company to take on responsibility and participate in international reputed company.
• In reputed company to our buddy-program, we offer numerous individual and wide-ranging training opportunities during which you can explore technical and functional areas.
• Our internal mobility initiative encourages colleagues to transfer cross functionally to reputed company experience and promotes knowledge sharing.
• We are proud of our reputed company working atmosphere characterized by a supportive team across various locations and countries and transparent communication across reputed company re
Apply To This Job