What you will own:
First response and first-line resolution
- Own the support queue end to end: acknowledge new requests promptly, classify them by severity, and drive every item to resolution or to a complete handoff.
- Answer usage and configuration questions directly, from the documentation and your own understanding of the product. A large share of inbound volume is not a defect: there are questions, workflow misunderstandings, enhancement ideas, and reports that turn out to be working as designed. Resolving those yourself is one of the main contributions of the role.
- Where the system behaviour is expected, walk the user through the correct workflow and close the loop with them. Where it is a defect, confirm that properly before escalating.
- Go back to the requester for whatever is missing, including screenshots, record references, steps to reproduce, timestamps and environment detail.

Technical investigation and triage
- Carry out first-level technical triage: inspect application and cloud logs, run read-only database queries, reproduce the reported behaviour,



and form your own view of the likely cause.
- Read application code well enough to locate the relevant logic and confirm or rule out a hypothesis.
- Work each ticket from more than one angle before drawing a conclusion, and recognise when you have reached the limit of what you can resolve on your own.
- Treat our internal AI triage tooling as a starting point rather than an answer. Check its classification and its suggested cause, correct it where it is wrong, and add your own findings.

Escalation and follow-through :
- Escalate only the tickets that need it, with a reproducible case, logs, affected records, workplace detail and your own analysis attached.
- Create and own the tasks sent downstream to the engineering team, then follow them through fix, review and release, and verify in production.
- Push back where a request sits outside agreed scope, and route it as an enhancement rather than lett

📌 Production Support Engineer (Noida)
🏢 Ampliwork
📍 Noida