Technical Support Engineer II - Ticketing System

- 3 - 4 years of experience in technical support roles.

- Proficiency in understanding the support ticketing lifecycle and tools such as JIRA and ServiceNow.

- Basic understanding of SQL for querying logs and databases.

- Knowledge of backend server logging, including API and error codes.

- Experience with monitoring tools such as SignalFX, Splunk, and Kibana.

- Good understanding of different error codes and HTTP response codes.

- Strong knowledge of server and client logs, with the ability to analyze and interpret logs effectively.

Responsibilities :

- Collaborate with the team to understand current issues impacting operations and drive them to resolution.

- Validate and escalate issues using internal logging systems and tools.

- Work with server and client logs to understand and troubleshoot issues.

- Analyze logs to identify root causes of problems and develop effective solutions.

- Manage support tickets through JIRA and ServiceNow, ensuring accurate and timely updates.

- Communicate with reporters to gather necessary information and clarify ticket details.

- Investigate and identify the root cause of issues when information is incomplete or unclear.

- Use backend server logs and error codes to determine the impact of issues and develop strategies for resolution.

- Utilize monitoring tools such as SignalFX, Splunk, and Kibana to track system performance and identify potential issues.

- Generate reports and provide insights on recurring issues or trends affecting system performance