Sr. Technical Support Engineer

Role & responsibilities

• Monitor customer inquiries and issues through the case management tool, providing timely
• responses and solutions.
• Accurately assess the impact of incidents and prioritize them accordingly.
• Troubleshoot and resolve technical issues within your L1/L2 expertise, escalating complex problems as needed.
• Communicate clearly and effectively with customers, both verbally and in writing, to ensure they understand the solutions and resolutions provided.
• Learn and adhere to incident management workflows and protocols.
• Create support SOP/ Playbook documents, RCA reports etc.
• Execute various ad-hoc projects/activities by internal teams and client requests as and when required.
• Manage UI configurations/issues, password resets, link activations, log scanning, and SQL query creation.
• Review application logs, analyse data, and share insights with the engineering team.
• Proactively identify recurring issues and collaborate with engineering and product teams to implement solutions that enhance system performance, reliability, and processes.

Preferred candidate profile

• Experience: 3-8 years in a technical/application/production support (L1 & L2) role, preferably supporting global customers.

Technical Skills:

• Skilled on software language preferably Java, Database (RDBMS), SQL queries, UNIX/LINIX commands.
• Working/Operational knowledge of any Cloud (preferred AWS).

Soft Skills:

• Excellent customer service skills, with a focus on providing a positive customer experience.
• Strong written and verbal communication skills, including the ability to explain technical concepts clearly and concisely.
• Ability to troubleshoot technical problems and identify solutions.
• Familiarity with supply chain finance products and processes is a plus.
• Experience working in a customer technical support role is preferred.
• Ability to mentor and train team members.