About the Role :

We are looking for a Production Support Engineer specializing in the Odessa application to provide first-level technical support.

You will act as the primary point of contact for user queries, diagnose issues, escalate as needed, and ensure high customer satisfaction.

Key Responsibilities :

- Serve as the primary contact for Odessa users, providing L1 technical support.

- Diagnose and resolve Odessa-related issues and perform basic configuration changes.

- Escalate complex issues to L2/L3 support when necessary.

- Maintain and update user records in ticketing systems.

- Follow up with users to ensure resolution and satisfaction.

- Assist in user account management tasks.

- Contribute to knowledge base documentation.

- Participate in training programs to enhance Odessa expertise.

- Collaborate with the support team to improve processes and turnaround times.

Required Skills (Must Have) :

- Previous experience in technical support or customer service roles.

- Solid understanding of the Odessa application.

- Strong problem-solving and troubleshooting skills.

- Excellent communication and interpersonal abilities.

- Ability to handle multiple tasks in a fast-paced environment.

- Customer-focused mindset.

Desired Skills (Nice to Have) :

- Experience with ticketing systems (ServiceNow, JIRA, etc.)

- Familiarity with API and network troubleshooting.

- Willingness to upskill and expand technical expertise.

Why Join Us?

- Hybrid work model for better work-life balance.

- Opportunity to build expertise in Odessa application support.

- Customer-facing role with direct impact on user satisfaction.

- Collaborative environment with continuous learning opportunities