Navaera Software Services Pvt. Ltd. (NSS), established in 2014, is the technology and engineering hub of Navaera Worldwide, LLC. With a focus on innovation, NSS delivers mission-critical software development and production-grade support to global enterprise clients. We specialize in scalable software systems, platform support, and continuous integration pipelines designed to drive digital transformation across industries.

Role Overview :

We are seeking a Senior Client Service Technical Support Engineer with deep experience in enterprise application support, production systems triage, and technical issue resolution. This is a hands-on engineering role where youll be expected to operate at the intersection of systems architecture, data integrity, incident response, and customer satisfaction. You will own escalations across multiple technology stacks and deliver solutions that are not only technically sound but aligned with critical business KPIs.

The ideal candidate is technically fluent in Java-based architectures, relational databases, and enterprise-grade monitoring and support automation frameworks, with strong communication skills to interact with developers, business users, and technical leadership.

Key Responsibilities :

Production System Support & Incident Management :

- Serve as the escalation point for L2/L3 support across client-facing platforms; perform advanced diagnostics, code-level triage, and issue remediation in real time.

- Work with Java/J2EE-based applications and microservices in a distributed cloud-native environment; analyze application logs, JVM threads, and memory utilization.

- Leverage observability tools (e.g., ELK Stack, Prometheus/Grafana, AppDynamics, New Relic) for proactive monitoring and troubleshooting.

- Manage incident lifecycles using ITIL principles; coordinate with engineering and DevOps teams for RCA, resolution, and post-mortem reporting.

Business & Technical Bridge :

- Translate high-level business requirements into actionable support workflows and system change requests.

- Convert complex error scenarios into user-understandable communication for non-technical stakeholders.

- Identify recurring issues and implement knowledge-based automation or runbooks to reduce mean-time-to-resolution (MTTR).

System Configuration & Change Management :

- Modify business configurations and service logic within enterprise applications, using system admin consoles, config files, or APIs.

- Collaborate with solution architects to assess system impacts, data flow implications, and service integrations.

- Support CI/CD pipelines by validating deployments and performing rollback procedures when required.

Data Analytics & Reporting :

- Use SQL and database profiling tools (e.g., pg_stat_statements, EXPLAIN ANALYZE) to analyze system behavior and recommend query optimization or indexing strategies.

- Build data models for operational analytics to support executive dashboards and SLA reporting.

- Perform data integrity checks, data migration audits, and reconciliation between upstream/downstream systems.

System Enhancements & UAT :

- Participate in agile ceremonies (backlog grooming, sprint reviews) to provide production insight during feature design.

- Develop detailed test plans and lead User Acceptance Testing (UAT) across environments before feature rollouts.

- Validate system integration points, API responses, and authentication mechanisms in test and staging environments.

Technical Skill Requirements :

Core Technologies :

- Languages : Java (support/debug level), Shell scripting, SQL

- Databases : PostgreSQL, MySQL, or equivalent RDBMS

- Operating Systems : Linux (Ubuntu/CentOS), Windows Server

- Monitoring/Logging : ELK Stack, Grafana, Prometheus, AppDynamics, Splunk

- Version Control & DevOps : GitHub/GitLab, Jenkins, Docker (basic), Jira/Confluence

Tools & Frameworks :

- ITSM Tools (e.g., ServiceNow, Freshservice)

- ETL/Data sync tools (e.g., Apache NiFi, custom scripts)

- API Debugging Tools (Postman, Swagger)

- CI/CD awareness for deployment validation and rollback handling

Qualifications & Experience :

Minimum Qualifications :

- 3+ years of technical support experience in a high-availability, enterprise-grade software environment

- Strong understanding of distributed systems and service-oriented architecture (SOA)

- Proven ability to perform root cause analysis and deliver technical resolutions under pressure

- Advanced knowledge of SQL and relational data models

- Hands-on experience supporting Java-based applications and integrations

Preferred Qualifications :

- Bachelors degree in Computer Science, Engineering, or equivalent technical discipline

- US B1 Visa (mandatory for travel/onsite client interactions)

- 1+ years of experience in data analytics (Power BI, Tableau, or custom SQL dashboards)

- 1+ years of project coordination or agile delivery exposure

- Working knowledge of scripting (Python, Bash) for automation or data analysis

Soft Skills & Attributes :

- Exceptional communication skills : able to articulate root cause and resolution to both technical and non-technical audiences

- Strong analytical mindset with a continuous improvement attitude

- Self-starter with the ability to work independently in a fast-paced, SLA-driven environment

- Proven track record of balancing multiple priorities and delivering high-quality results under pressure