Provide L1 and L2 technical support for internal tools, client-facing applications, and infrastructure.
Monitor system performance, application health, and error logs to proactively identify and address issues.
Investigate incidents, perform root cause analysis, and ensure timely resolution and communication.
Document support workflows, known issues, and standard operating procedures for troubleshooting.
Collaborate with development, QA, DevOps, and product teams for escalated issues and long-term fixes.
Support system configuration, access control, and user provisioning processes.
Participate in on-call rotations for after-hours or weekend support as required.
Requirements
Proven experience in a technical support, application support role.
Familiarity with monitoring tools (e.g., Data gaps, AWS Cloudwatch, DataDog)
Knowledge of databases (MySQL, PostgreSQL, MongoDB) and ability to perform basic queries for troubleshooting.
Hands-on experience with ticketing systems like Jira, ServiceNow, or Freshdesk.
Exposure to cloud platforms (e.g., AWS, Azure) and modern CI/CD environments is a plus.
Strong analytical and problem-solving skills with attention to detail.
Excellent communication skills to interact with internal stakeholders and external customers.
