QA & L2 Support - Senior Engineer

Key Responsibilities:

Client and Vendor Interaction:

1. Act as the primary point of contact for clients and third-party vendors during night shift
2. Maintain clear and professional verbal and written communication to address queries, issues, and updates.

Testing and Documentation:

1. Perform thorough testing to ensure systems, applications, and integrations function as intended.
2. Create and maintain detailed documentation, including test cases, issue logs, and resolutions.

Troubleshooting and Debugging:

1. Analyze, troubleshoot, and resolve issues in a timely manner.
2. Provide root cause analysis and implement preventive measures to reduce recurring problems.

Level 2 Support:

1. Handle escalated issues from L1 support teams and resolve them efficiently except complex technical issues.
2. Coordinate with relevant stakeholders to ensure prompt resolution of complex technical issues.
3. Support will not cater any enhancement or development

Required Skills

1. Shift Flexibility: Ability to work US shift timings (6:00 PM to 3:00 AM IST).
2. Communication: Excellent verbal and written communication skills for effective interaction with clients and vendors.
3. Technical Skills:
   1. Basic knowledge of troubleshooting and debugging techniques.
   2. Familiarity with processes and tools like SQL, Postman, Basic Cloud concepts for system testing and issue documentation.
4. Experience: Minimum 2-3 years of experience in L2 support roles or equivalent.
5. Team Player: Ability to collaborate effectively with internal teams, clients, and vendors.
6. Problem-Solving: Strong analytical skills and a proactive approach to resolving issues.

Good to have -

1. Experience working on Integration platform or System,
2. Basic understanding of Azure Services such as Blob Storage, App Services, Api-M, Logic App, Function App etc.