L2 Technical Support Engineer - Troubleshooting (3-4 yrs)

Job Description :

- Provide advanced technical support for SaaS/On-premise systems, diagnosing and resolving complex issues

- Assist customers with configuration, deployment, and troubleshooting of ESL systems

- Work closely with L1 support, development teams, and other departments to ensure efficient issue resolution

- Document incidents, resolutions, and create knowledge base articles for future reference.

- Conduct root cause analysis for recurring issues and implement preventive measures.

- Monitor systems for performance, availability, and potential issues.

- Adaptable to working in different shifts as required

Required skills and experience include :

- Bachelor's Degree or diploma in Computer Science, Information Technology, or a related field..

- Minimum of 3 years of experience in a similar role within a SaaS or tech support environment

- Proficiency in cloud platforms (e.g., Microsoft Azure),scripting languages (e.g., Python, PowerShell), and troubleshooting tools.

- Hands-on experience using SQL queries on databases such as PostgreSQL, MSSQL, and MongoDB

- Proficient in using monitoring tools like Grafana and Kibana for tracking and analyzing system performance and logs

- Experience in troubleshooting applications with load balancers and web servers like Apache Tomcat.

- Excellent analytical and problem-solving skills to diagnose and resolve complex technical issues

- Capability to provide high-quality customer service and maintain customer satisfaction..