Title: Software L1/L2 Support & QA

Location: Bangalore

Exp: 1-2 Years

Job Description:

• Study and understand the Telematics function and associated NEMO services and their architecture

• Act as the first point of contact (via calls, chat, email, ticketing systems)

• Log and categorize incidents or service requests

• Perform basic troubleshooting using standard procedures (SOPs, knowledge base)

• Resolve common issues (e.g., password resets, access issues, erroneous usage etc.,)

• Provide status updates to users

• Escalate unresolved or complex issues to next level

• Maintain proper documentation and ticket updates

• Able to handle escalations if any

• Able to Perform advanced troubleshooting and root cause analysis on the escalations

• Able to understand the logs, databases, APIs, and system integrations

• Collaborate with L3 (developers/engineering teams) for complex defects

• Identify recurring issues and suggest permanent fixes or improvements

• Update knowledge base articles for L1/L2





Skills Required

• Valuable communication and customer handling

• Technical knowledge of the system/application

• Knowledge of databases (SQL), APIs, logs analysis

• Familiarity with ticketing tools (like Jira Service Management, ServiceNow)

• Ability to follow SOPs and troubleshooting guides

• Debugging and analytical skills

• Familiarity with monitoring tools and scripting (sometimes)

• Deeper understanding of system architecture

Education and Experience

• Diploma / BSC / BE / B Tech in Electrical & Electronics/Computer Science/Information Sciences/Telecommunication/

• A foundation level course in Software testing.

Personal

• Customer service

• Multitasking

• Excellent communication skill

• Good observation skills

• Passion to learn more

• Proactively identify and resolve customer related issues

📌 Software/Support (Bengaluru)
🏢 NR Consulting
📍 Bengaluru