The Platform Support SME will serve as the subject matter expert for SmartVault (secure document vault) and OCMP (omnichannel campaign platform), assisting the L2 team with complex technical issues to minimize downtime and enhance platform reliability.

Responsibilities :

- Provide expert guidance on resolving escalated platform issues, such as integration failures, performance bottlenecks, or API errors, drawing on in-depth platform knowledge to guide troubleshooting.

- Assist in root cause analysis (RCA) using logs, metrics, and tools, then implement preventive measures like config tweaks or monitoring alerts to stop issues from recurring.

- Train and mentor L2 support team members through workshops, shadowing sessions, and documentation to build team capability on platform intricacies.

- Maintain a knowledge base for recurring platform issues and resolutions, updating articles with step-by-step guides, screenshots, and best practices for quick team reference.

Required Skills :

- Deep technical knowledge of SmartVault and OCMP features, including Kafka for event streaming, Redis for caching/sessions, and databases for data persistence and queries.

- Proficiency in diagnosing and troubleshooting platform-specific issues using tools like logs, debuggers, and performance profilers.

- Excellent communication and mentoring skills to explain complex concepts clearly and foster team growth.