Job Summary:

We are looking for a dedicated customer support analyst to join our team and provide customer support and technical assistance, ensure application performance, and support users of our software products hosted on-premises and in AWS. The role involves troubleshooting, system monitoring, software installation and collaborating with cross-functional teams to resolve issues efficiently. Also, create KB articles, document process flow and user training.

Key Responsibilities

Act as the primary point of contact for resolving application-related issues. Investigate and troubleshoot issues across on-premises and AWS-hosted environments. Provide timely resolution or escalation for complex technical issues. Assist with application installation/deployments, updates, and configurations in on-premises and cloud environments. Address alerts and logs to proactively resolve potential issues. Respond to support tickets, emails, or calls, ensuring customer satisfaction and SLAs are met. Guide customers through troubleshooting steps and provide technical documentation as needed. Work closely with engineering teams to address application bugs or performance bottlenecks, and to resolve reported issues. Contribute to root cause analysis (RCA) for recurring issues. Maintain detailed documentation for processes, configurations, and troubleshooting steps. Contribute to knowledge base articles and training materials for both internal teams and customers. Ensure adherence to security protocols and compliance requirements in both on-prem and AWS environments. Assist in patching vulnerabilities and maintaining secure configurations.

Qualifications:

Bachelors / master’s in engineering or relevant qualification. Minimum 6-10 years of experience in application support.