About the Job

We’re looking for a Senior Technical Associate for ensuring quality service is provided with every interaction. This role involves learning and maintaining the knowledge of our partners’ brand, philosophy, products, promotions and processes. This position will also promote professional and personal development through performance evaluations, training and career pathing plans.

As Senior Technical Associate, You Will…

Identify product issues and improvement opportunities

Analyze data to understand emerging trends to either suggest improvements (or) escalate this to the product team

Coordinate end to end incidents by identifying and reporting to appropriate teams to reduce the impact of business and operations

Serve as a point of contact for Partner escalations

Conduct incident review and follow up on action items

Identify and triage issue discovery and prioritization for large scale issues

Use critical thinking to develop solutions to improve business performance and partner success

Identify product and tool issues, bugs and other improvement opportunities

Reproduce Issues and capture logs as needed

Help Tier 1 and Tier 2 with any tool issues and to help address escalations

Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings

Provide information and place appropriate notes in the system indicating what action was taken or needs to be taken for issues and incidents reported

Ensure policies and procedures are followed on all tickets

Handle VPN/Proxy Issues,



Geo Filtering and speed bump issues

Assess scope and impact of product level outages by assigning severity to our product outages and involving other teams as needed

Maintain thorough knowledge of systems so that the information can be researched and proper information is given

Learn and retain a thorough working knowledge of all existing and new process and procedures

Attend team meetings/additional training sessions as scheduled

Demonstrate a positive work ethic and commitment to achieve the best possible outcomes

Act as a role model and exemplify our 10 Things (cultural values)

As Senior Technical Associate, You Have…

Some post-secondary education or completion of a post-secondary degree with a major in Business (combination of education and work experience will also be considered)

3-4 years of experience in Technical Support Service industry

Experience working with Google Workspace, JIRA, Confluence, Kibana, Tableau, Zendesk, SQL, or similar products

Strong technical support experience and background with ability to understand and diagnose issues with exceptional troubleshooting skills and strong communication skills





Data analysis experience preferred

Excellent communication skills both verbal and written communication with the ability to speak accurately, using proper grammar, good enunciation

Ability to communicate and engage in discourse fluently

Have strong familiarity in data analysis/visualizations, trend analysis, troubleshooting, and critical thinking

Experienced in reporting and dashboard creation

Experience with either Streaming, Gaming, Tooling, Membership and Billing, and any Cloud/SAAS Platforms

Experience in cross functional stakeholder management and able to take ownership and coordinate with multiple teams and create strong working relationships

Knowledge and fair understanding of open connect/platforms

High proficiency in escalation trend analysis and can identify incidents proactively

Ability to create and write knowledge base articles as needed

Experience dealing with escalated issues in a contact center capacity

The ability to type 30 WPM with accuracy

The ability to use spreadsheet applications to maintain and develop operational reporting

Exceptional time management, organizational and prioritization skills to complete work in a timely manner

Ability to work both independently and in a team setting within a quick-paced, entrepreneurial environment

Identify opportunities for process improvement and efficiency gains within the issue triage workflow

The ability to work a variety of shifts, including days, evenings and holidays

📌 Senior Technical Associate (Hyderabad)
🏢 In Touch
📍 Hyderabad