Application Support Analyst (Support Ops)

• Unblocking of Customer Support driven issues
• Investigate issues and provide root cause analysis
• Validating issues against product requirements
• Research issues through code, documentation and interviewing knowledge and stake holders

Creating action items from customer raised issues

• Providing workarounds to Customer Support driven issues
• Reporting bugs and product suggestions to product management team
• Reporting documentation improvement requests to technical writing
• Continuously contributing to the troubleshooting guide and Improving internal knowledge documentation
• Propose infrastructure and system/software configuration changes to address production issues.

• Contributing to the incident report
• Escalate to proper teams in a timeframe that respect our service level agreements

• Experience in supporting a .Net based web application.
• Ability to identify complex issues by debugging the application and by analysing traces and logs and escalate it to L3 team.
• Experience in writing T-SQL Queries, Stored Procedures, Functions etc to investigate and fix issues.
• Experience in creating Scripts using PowerShell to automate recurring/scheduled tasks and/or facilitate handoff.
• Experience in Server-side languages like C#, ASP.NET is an added advantage.
• Be proficient with JIRA to assign requests to other support/dev teams, track or follow up on requests.
• Effectively time management and Prioritization skills in order to meet high level of service.
• Understanding of Software Architectures and API Designs.
• Understanding of Distributed Systems Designs
• Understanding of SDLC (Software development Life Cycle)
• Understanding of Software Quality best practices
• Understanding of System administration and networking

• You are hardworking and eagerly embrace the challenge of solving problems, both with software and soft skills.
• You are resourceful, flexible and hold self-accountable and persevere in the face of obstacles.
• You are an articulate communicator, proficient in both verbal and written English/language and enjoy crafting clear and concise messages to customers.
• You are curious about technology and software and learning how our customers use our product.
• You are a standout teammate who believes that the whole is greater than the sum of all parts.
• You are empathetic and enjoy teaching customers at all levels of technical proficiency.
• You are self-aware and are open to adapting to changing environments.
• You follow through on your commitments (and are honest when something is over your head)!

• Only apply if you are a Chennai (or surroundings) resident that is interested in being part of a vibrant and highly engaged at-the-office culture