What you will own:

First response and first-line resolution

* Own the support queue end to end: acknowledge recent 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, environment 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 rath

📌 Production Support Engineer (Noida)
🏢 Ampliwork
📍 Noida