Provana - RPA Support Engineer - UiPath Platform

Role Summary :

The RPA Support Engineer provides application troubleshooting and in-depth analysis involving RPA automations, working in US work shifts. This role handles complex incidents, RCA, problem management, and minor bot fixes, while collaborating with clients, development and Infrastructure teams.

Incident, Problem & Change Management :

- Handle L1 and L2 level of incidents and lead resolutions, engage with diverse set of teams like Development, CSM's and Product Managers.

- Perform Root Cause Analysis (RCA) and create post-incident reports

- Identify recurring issues and raise Problem tickets

- Support change deployments, hotfixes, and release validation

- Manage Orchestrator configurations - Assets, queues, environments, robots, and machines

- Support Orchestrator upgrades and patch validations, ensure bot performance and platform stability

- Act as a technical point of contact for service clients, handle client escalations and provide resolution timelines

- Participate in weekly/monthly service review meetings

- proactive communication, decision-making, and navigating complex interpersonal dynamics to achieve successful outcomes

- Create and maintain detailed runbooks and SOPs, including ticket troubleshooting documentation

- Perform deep analysis of bot failures and exceptions

- Apply temporary fixes or minor workflow changes (if approved)

- Bachelor's degree in Computer Science, Information Systems, or a related technical field, or equivalent practical experience.

- 2+ years of experience in technical support or product support roles in US work shifts.

- Strong troubleshooting skills and experience working with software products, Web APIs, system configurations and RPA.

- Experience in SaaS, enterprise software, or B2B platforms is preferred.

- Hands-on experience with ticketing systems (e.g., Jira, Zendesk, ServiceNow) and remote support tools.

- Excellent verbal and written communication skills, with the ability to translate technical concepts to both technical and non-technical audiences.

- Demonstrated experience handling critical escalations and interfacing directly with customers and engineering teams.

- Ability to prioritize effectively, manage multiple issues simultaneously, and work in a fast-paced environment.

- UiPath Certifications

- ITIL Foundation Certification

- Knowledge of CI/CD pipelines for RPA

- Cloud exposure (Azure/AWS)

- Support across multiple client time zones