Job Level: Customer Support Engineer L3

Job description with responsibilities:

We are looking for a passionate IT support professional with good problem solving & communication skills to handle day-to-day support operations and deliver high value by ensuring customer satisfaction.

R & R:

• Triage tickets with proper identification, classification & coordination with engineering & customer success teams; troubleshoot & address reported issues to drive resolution within SLA and while adhering to quality
• Manage critical events/outages & clearly document/publish RCAs.
• Contribute to team documentation, tools & SOPs.
• Participate in continuous improvement efforts/formulation of processes & workflows to improve operational efficiency
• In-depth troubleshooting and debugging of reported incidents, involving strong technical acumen
• Conducting RCA on high-impact issues and driving permanent fixes through closely liaising with engineering teams
   
• Contribute towards documentation & operational excellence initiatives
   
• Create reports via Spreadsheets/Excel on adhoc basis

Qualifications and requirements

• Engineering degree(preferable) with 3 yrs of IT support experience
• General knowledge of SAAS/cloud solutions & ecommerce platforms.
• Tech bar: working knowledge of SQL, Advanced Excel, Incident management, any reporting tool(Tableau/PowerBI)Servicedesk/Freshdesk/ticketing platforms, MS Excel, JIRA
• Skills: Quick learner, strong analytical skills, responsive, takes ownership and drives results, ability to multitask with precision, ability to work efficiently in a demanding and fast-paced environment