Technical Consultant

Key Responsibilities:

1. Advanced Troubleshooting: - Diagnose and resolve complex software issues that cannot be resolved by L1 and L2 support teams. - Collaborate with the development team to understand the product architecture to analyze problems effectively .

2. Customer Interaction: - Interface with customers technical teams to gather detailed information about their issues and provide timely updates. - Clearly communicate the root cause, short-term / long-term fixes, and resolution process to internal and external stakeholders.

3. Incident Management: - Manage and resolve critical incidents promptly. - Document the resolution process, root cause analysis, and preventive measures in the knowledge base.

4. Proactive Problem Management: - Identify and analyze recurring issues, and work with the Product Team to implement permanent solutions. - Provide feedback to L1 and L2 support teams to enhance their troubleshooting

capabilities.

5. Consultation and Collaboration: - Act as a consultant to the implementation team during complex deployments, offering expertise on infrastructure-related issues. - Work with the Product Team to understand new technologies and provide insights based on deep domain knowledge.

6. Training and Documentation: - Conduct training sessions for internal teams, customers, and partners on issue resolution, product features, and technologies. - Develop and maintain comprehensive technical documentation and troubleshooting guides.

7. Tool and Process Improvement: - Identify opportunities to improve support tools and processes, including automation to enhance efficiency. - Contribute to the development of monitoring and alerting systems to proactively detect and resolve issues.

8. Travel: - Be flexible and open to travel to customer locations as needed for on-site support and consultation.

Qualifications: -

Experience: Minimum of 3 years in L3 support and at least 8 years of industry experience.

Technical Skills: - Good understanding and working knowledge of Active Directory, databases (Oracle/MSSQL), LDAP, web servers (Apache/Tomcat), SSL connectivity, Microsoft 365, VAPT practices, Linux, and Docker.

- Experience in supporting endpoint agents is advantageous.

- Communication: Excellent verbal and written communication skills.

- Problem-Solving: Strong analytical and problem-solving abilities.

- Customer Focus: Demonstrated ability to manage customer expectations and provide exceptional service.

- Flexibility: Willingness to travel as required.