Job Responsibilities :

- Take end-to-end ownership of technical product issues, including troubleshooting, identification of root cause, and issue resolution and communication.

- Manage technical escalations to the appropriate teams, ensuring timely response and resolution in accordance with SLAs.

- Actively monitor, diagnose, and triage issues. Liaise closely with the team to ensure effective handling towards successful resolution.

- Provide timely responses to internal and external technical client inquiries.

- Ability to follow and improve Incident Managements processes and procedures.

- Work with engineering and Product Management teams for resolution of customer issues

- Serve as the technical subject matter expert (SME) for specific areas of the platform, taking co-ownership of design, implementation, and ongoing improvements.

- Own and drive the resolution of complex technical challenges within your area of expertise, proactively identifying and mitigating potential risks.-

- Actively contribute to roadmap planning, bringing deep technical understanding to product discussions and ensuring alignment between business goals and technical capabilities.

- Troubleshoot software, connectivity, API, checking logs, data feeds, sources

- Applying L1 fixes, restart system if down, add missing entities and conducting L2 root cause investigation.

- Liaising with internal tech team, 3rd party tech team and client tech team for L2 and L3 issues. If interested, eventually contribute code fixes for simple issues (not required)

Technical Competencies :

- High proficiency in SQL and RDBMS.

- Must be proficient with analyzing log files and standard debugging concepts.

- Familiarity with tools & practices of the trade such as incident management, knowledgebase, defect & escalation management.

- Experience with modern monitoring and logging technologies - advantage

Non-Technical Competencies :

- Passion for solving customer issues in a fast-paced environment.

- Strong problem solving and analytical skills.

- Ability to effectively communicate to all levels and stakeholders - internally and externally on complex technical issues.

- Ability to influence others and work effectively across departments in the organization.

- Experience with marketing platforms such as Google/Facebook Ads (nice to have)

Minimum Qualifications :

- Bachelor's degree in engineering or similar degree

- 1 to 4 years of experience in customer-facing technical support (Web-based products or e-commerce preferred).

- Good understanding of software applications, especially web-based applications & related technology.

- Knowledge and understanding of SaaS-based applications. Hands-on experience would be an added advantage.