Orion Innovation is a premier, award-winning, global business and technology services firm. Orion delivers game-changing business transformation and product development rooted in digital strategy, experience design, and engineering, with a unique combination of agility, scale, and maturity. We work with a wide range of clients across many industries including financial services, professional services, telecommunications and media, consumer products, automotive, industrial automation, professional sports and entertainment, life sciences, ecommerce, and education.
Job Title: Support Engineer (L1/L2/L3)
4-8years exp
Work location: Preferably any Orion locations (Chennai/Coimbatore/Kochi/Pune)
Job Summary: Highly skilled Support Engineer to provide L1, L2, and L3 technical support for various SAAS applications including Office 365, Sharepoint, HubSpot, Klaviyo, and ITSM tools. The ideal candidate will have strong troubleshooting skills, familiarity with incident management (P1, P2, P3), and development experience in .NET and JavaScript. Strong communication and follow-up skills are essential to effectively interact with business stakeholders and resolve issues efficiently. Additionally, experience with DevOps, Jira, GitHub, and the ability to develop and support applications is required.
Key Responsibilities:
- Work on application support included enhancement and support.
- Provide L1, L2, and L3 support for enterprise applications like O365, HubSpot, Klaviyo, and ITSM tools.
- Diagnose and resolve application-related issues, escalating as needed.
- Handle incident management by categorizing and prioritizing issues as P1, P2, or P3 based on impact.
- Track and update tickets in ITSM tools, ensuring timely resolution and communication.
- Troubleshoot technical issues related to .NET and JavaScript-based applications.
- Collaborate with development teams to identify and resolve complex application bugs.
- Develop and support applications as required.
- Work with DevOps tools to assist in deployment, monitoring, and automation processes.
- Utilize Jira and GitHub for issue tracking, version control, and collaboration.
- Provide technical guidance and training to end-users and internal teams.
- Work closely with business stakeholders to understand their requirements and ensure smooth application operations.
- Document troubleshooting steps, solutions, and process improvements.
- Monitor application performance and proactively identify potential issues.
Required Skills & Qualifications:
- Strong experience in L1, L2, L3 support for enterprise applications.
- Hands-on experience with Office 365, HubSpot, Klaviyo, ITSM tools, DevOps, Jira, and GitHub.
- Knowledge of incident management and ability to classify P1, P2, P3 issues correctly.
- Basic development experience in .NET and JavaScript.
- Excellent communication skills to interact with business users and technical teams.
- Strong problem-solving and analytical skills.
- Ability to follow up on open issues and drive them to resolution.
- Experience working in a fast-paced support environment.
- Familiarity with ticketing systems and ITIL best practices is a plus.
Preferred Qualifications:
- Certification in ITIL or ITSM frameworks.
- Previous experience in a customer-facing technical support role.
- Exposure to cloud-based solutions and integrations.
Orion is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, citizenship status, disability status, genetic information, protected veteran status, or any other characteristic protected by law.
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Top Skills
Orion Innovation Chennai, Tamil Nadu, IND Office
Ambit IT Park, Ambit Park Road Ambattur Industrial Estate, Chennai, India, 600 058
