RPS Support Engineer - Ticketing System

Description :

We are seeking a proactive and technically sound RPS Support Engineer to provide Level 1/Level 2 support for product/platform users.

The ideal candidate will handle customer queries, troubleshoot application-level issues, monitor system health, execute support requests, and ensure timely resolution through ticketing and remote support operations.

The role involves close collaboration with engineering, QA & product teams for escalations and improvement inputs.

Key Responsibilities :

Technical Support & Issue Resolution :

- Respond to incidents, troubleshoot technical issues, and ensure timely resolution.

- Handle L1/L2 tickets, diagnose root causes, apply fixes or escalate further.

- Work with logs, events, error traces & system dashboards to identify problems.

- Guide users through configurations, setup issues, usage errors, and workarounds.

Monitoring & Maintenance :

- Monitor system performance, uptime, alerts, and application behavior.

- Maintain SLAs for response & resolution time as per customer agreements.

- Conduct regular health checks to minimize downtime and platform disruptions.

- Support upgrades, patches, deployments, and scheduled maintenance activities.

Customer Interaction & Communication :

- Serve as the primary point of contact for customer queries and incidents.

- Communicate status updates, RCA, and fix timelines clearly and proactively.

- Document issues, resolutions, FAQs, and share knowledge with users.

- Conduct product training/awareness sessions as required.

Collaboration & Escalation Management :

- Work with development, QA, cloud, and product teams for high-complexity issues.

- Provide inputs on recurring issues to drive enhancements and preventive actions.

- Track escalations, reproducibility steps, logs, and test cases for handover.

Documentation & Reporting :

- Maintain detailed ticket logs and resolution history in support tools (JIRA/Freshdesk/Zendesk).

- Prepare weekly/monthly reports for issue trends, SLA performance & customer feedback.

- Create troubleshooting guides, user manuals & knowledge base articles.

Required Skills & Technical Competencies :

- Experience in application/product/technical support roles.

- Good understanding of web technologies, client-server architecture & APIs.

- Ability to analyze logs, perform debugging, and suggest technical fixes.

- Experience with Windows/Linux environments, networking basics, SQL queries.

- Familiarity with cloud deployments (AWS/Azure/GCP) preferred.

- Experience using support & monitoring tools (Grafana, Jira, Freshservice, Kibana, Splunk).

Soft Skills :

- Strong communication and customer-service orientation.

- Ability to multi-task and work effectively under pressure.

- Analytical mind with proactive troubleshooting approach.

- Team player with willingness to take ownership and responsibility