Focus: Advanced Troubleshooting, Monitoring & Maintenance, Ticket Management, Data Analytics and QA.
Location: On-site
Interview Mode: Virtual & F2F
1. Role Objective
This role moves beyond simple alert response into performance, automation of repetitive tasks, and participating in the deployment lifecycle.
2. Core ResponsibilitiesAdvanced Escalation & Resolution
- Tier 2 Support: Act as the primary escalation point for the L1 / CS teams. Collaborate with cross-functional teams to resolve complex technical problems. Escalate unresolved issues to appropriate teams and follow up to ensure resolution. Managing own schedule of reported cases, which includes determining priority levels and negotiating and setting the right expectations.
- Shift Timings: US Business Hours (6.30 PM to 3:30 AM)
- On-Call Rotation: Participate in a 24/7 on-call rotation for critical (P0/P1) production incidents.
- Documentation: Create and maintain high-quality technical documentation, architectural diagrams, and SOPs for the team.
3. Technical Requirements
- Jira
- CRMs: Zendesk,
Hubspot, etc
- Expert knowledge of working with spreadsheets (Excel / Google sheets)
- Understanding of database concepts & writing complex database queries using mySQL
- SDLC
- HTML / JScript
4. Professional Attributes
- Analytical Thinking: Ability to synthesize data from multiple sources (monitoring, logs, user reports) to find a root cause.
- Mentorship: Willingness to train L1 engineers and provide technical guidance.
- Ownership: A proactive mindset—identifying a problem and fixing it before it triggers an alert.
- Communication: Ability to explain complex technical outages to non-technical management during post-mortem meetings.
5. Experience & Education
- Education: Bachelor’s degree in Computer Science, IT, or a related field.
- Experience: 3-5 years of experience in Technical Support or TechOps role.
Pay: ₹550,000.00 - ₹800,000.00 per year
Advantages:
- Commuter assistance
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📌 Technical Support Executive (Pune)
🏢 Secure Paddle Private
📍 Pune
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