Melento - Technical Support Engineer

About the Role :

You will be providing exceptional technical support to our customers. You will be responsible for responding to customer inquiries and troubleshooting technical issues related to software. You will monitor and resolve Production & UAT queries in a timely manner.

Job Responsibilities :

Incident Management :

- Monitor and resolve Production & UAT queries in a timely manner.

- Troubleshoot application issues, ensuring minimal TAT.

- Escalate critical incidents to relevant teams and track resolutions.

- Conduct screen-sharing sessions for live troubleshooting and issue resolution.

Configuration Management :

- Handle configuration requests.

- Keep track of configuration changes across clients.

Backend Report Handling :

- Generate, analyze, and provide reports that require backend database access.

- Write DB queries to extract data for various departments.

- Ensure data integrity and security while handling reports.

Process Optimization & Automation :

- Identify recurring issues and propose automation solutions.

- Work with DevOps and Engineering teams to improve system stability and performance.

Root Cause Analysis (RCA) & Reporting :

- Conduct RCA for recurring issues and recommend permanent fixes.

- Prepare detailed incident reports, including impact analysis and preventive measures.

- Ensure proper documentation and knowledge sharing to prevent future occurrences.

Collaboration & Documentation :

- Maintain detailed documentation of issues, resolutions, and configuration changes.

- Work closely with Development, QA, DevOps, Customer Support Team and Business teams to ensure smooth operations.

Skills & Requirements

Technical Expertise :

- Strong understanding of the product features.

- Strong understanding of production support processes.

- Experience with DB queries and database management.

- Basic knowledge of APIs and debugging tools.

Problem-Solving & Communication :

- Ability to analyze complex issues and provide quick resolutions.

- Strong communication skills to interact with business and tech teams.

Tools & Technologies (Preferred) :

- MongoDB

- Postman