About the role
Key Responsibilities● Customer Support: Provide timely and effective technical support to customers,understand the criticality and business impact of issues, and ensure a high-qualitycustomer experience.● SLA & Service Excellence: Monitor and manage support tickets to ensureadherence to defined response and resolution SLAs. Maintain strong response-timeand service-request SLA compliance.● API Monitoring: Monitor inbound and outbound APIs to identify failures and potentialissues. Proactively investigate and highlight API failures to the relevant internalteams.● Troubleshooting & RCA: Diagnose, analyse, and resolve technical and functionalissues. Investigate recurring issues, work with Product and Engineering teams toobtain Root Cause Analysis (RCA), and drive issues toward permanent solutions.● First Contact Resolution: Focus on resolving customer issues during the firstinteraction wherever possible, with an emphasis on same-day resolution.● Hands-On Technical Expertise:○ API troubleshooting and debugging using tools such as Postman.○ Application logs and monitoring tools such as Kibana and Grafana.○ JSON, XML, and inbound/outbound data-transfer mechanisms.○ SQL and database troubleshooting.○ Cloud technologies such as AWS.○ Application and integration troubleshooting.● Incident & Escalation Management: Identify potential escalations proactively andcommunicate them to relevant internal stakeholders to prevent avoidable customer orexecutive-level escalations. Provide timely updates on critical/P0 incidents.● Release & Product Support: Assist Product and Engineering teams with testing andvalidating product releases. Provide feedback on incident prioritization based oncustomer impact and technical severity.
● Cross-Functional Collaboration: Work closely with Product, Engineering, CustomerSuccess, and other internal teams to coordinate workarounds, track fixes, andensure timely resolution of customer issues.● Knowledge Sharing: Create and maintain internal knowledge-base articles, FAQs,troubleshooting guides, and technical documentation. Conduct knowledge-sharingsessions to improve technical capabilities across the team.● Technical & Functional Knowledge: Continuously develop deep technical andfunctional expertise in the assigned product. Complete relevant training and coursesin areas such as AWS, SQL, API debugging, monitoring, and other relevanttechnologies.● Flexibility: Be available to work in rotational shifts (Morning, Afternoon, and Night)● Office Requirement: Work from the office at least three days a week.
QualificationsRequired:● Bachelor’s degree in Computer Science, Information Technology, or a related field.● 3–4 years of experience in Technical Support, Application Support, ProductSupport, or a similar role, preferably in a SaaS or product-based company.● Strong troubleshooting, analytical, and problem-solving skills.● Good understanding of APIs, API debugging, HTTP status codes, JSON, and XML.● Proficiency in SQL and experience troubleshooting database-related issues.● Hands-on experience with application logs and monitoring/debugging tools.● Strong written and verbal communication skills, with the ability to explain complextechnical issues to both technical and non-technical stakeholders.● Customer-focused mindset with strong ownership and the ability to manage multiplepriorities.● Ability to collaborate effectively with Product, Engineering, and other cross-functionalteams.● Experience working with SLAs, incidents, escalations, and ticket-based supportprocesses.Preferred:● Familiarity with cloud environments such as AWS or Azure.● Experience with monitoring and observability tools such as Kibana and Grafana.● Experience with databases such as MySQL, PostgreSQL, MongoDB, or Redis.● Experience with reports such as Excel, Google Sheets, Power BI, etc● Experience with SaaS or enterprise product support.● Familiarity with ITIL or incident-management processes.● Experience in conducting or coordinating Root Cause Analysis (RCA).