Roles & Responsibilities
- Diagnose and troubleshoot technical issues as the first line of support.
- Handle support tickets received through various channels within the agreed SLA.
- Collaborate with the engineering team to escalate production issues, discuss proposed solutions, and provide technical logs for investigation.
- Coordinate with cross-functional stakeholders, including Commercial, Operations, and Engineering teams, to resolve technical issues efficiently.
- Perform daily system health checks and monitoring activities.
- Prepare detailed reports for global incidents and share findings with the management team.
- Analyze recurring issues and abnormal trends, identify root causes, and drive corrective and preventive actions.
- Participate in a 24/7 rotational shift schedule and on-call support as required.
Required Education, Knowledge & Skills:
- Bachelor's degree in Information Systems, Computer Science, or a related field.
- 2–3 years of experience as an Application Support Engineer, Web Support Engineer, or in a similar technical support role.
- Strong experience with databases, SQL, scripting, REST APIs, and basic programming concepts.
- Strong experience using developer tools, debugging techniques, and analyzing application/system logs.
- Strong analytical and problem-solving skills with the ability to troubleshoot complex technical issues.
- Excellent verbal and written communication skills.
- Highly organized with strong attention to detail and the ability to meet deadlines.
- Ability to work effectively in a fast-paced, cross-functional environment.
- Familiarity with Agile methodologies is a plus.
