Technical Support Engineer

Role & responsibilities

1. Defining monitoring events for IDfy's services and setting up the corresponding alerts

2. Responding to alerts, with triaging, investigating and resolving resolution of issues

3. Learning about various IDfy applications and understanding the events emitted

4. Creating MIS reports for service performance and usage monitoring

5. Responding to incidents and customer tickets in a timely manner

6. Defining monitoring events for Software services

7. Helping improve the IDfy Platform by providing insights based on investigations and analysis root cause analysis

As a part of this role, you will often be required to provide support during non-office hours as a part of rotational shift or roster.

Preferred candidate profile

You should be a graduate with a minimum of 1 year of technical product support experience with following

skills:

1. Managing incidents tickets and providing proactive support to end-users

2. Do root cause analysis and manage level 1 support

3. Ability to create MIS reports

4. Create and improve the IDfy Platform by providing insights based on root cause analysis

5. An ability to "understand" data and analyse logs to help investigate production issues and incidents

6. Ability to track product outputs on a case by case basis

7. Knowledge of SQL (Familiarity with any database technology is a plus)

8. Knowledge of Scripting language like bash / python is a plus

9. Clear logical thinking and communication, and ability to keep calm in high-pressure situations

8. Above all, a willingness to learn and implement what you learn