Key Responsibilities

- Monitor and handle incoming support tickets and production issues.

- Perform initial level troubleshooting and root-cause analysis of reported issues.

- Analyze application and database-related issues and provide appropriate first-level resolution.

- Coordinate with the respective engineering teams for issues requiring L2/L3 intervention.

- Follow up on issues until resolution and ensure proper ticket updates and documentation.

- Identify and document recurring issues, including issue type, frequency, impact, and resolution steps.

- Support production monitoring and proactively identify potential issues.

- Identify opportunities for automation and permanent fixes for repetitive support issues.

- Prepare and share the daily support report before/during the 6:30 PM stand-up and coordinate with the Bridge Engineering team.

- Ensure timely response and resolution of support requests to reduce the overall open-ticket backlog.

Required Technical Skills





- Strong SQL skills should be comfortable writing queries, performing data analysis, troubleshooting database-related issues, and validating application data.

- Good understanding of Node.js should be able to understand application flows, analyze logs/errors, troubleshoot basic application issues, and work with Node.js-based services.

- Good understanding of Ruby on Rails should be able to understand the application architecture, trace issues through the application flow, analyze logs/errors, and perform basic troubleshooting.

- Good understanding of REST APIs and JSON.

- Basic understanding of application logs, API requests/responses, and debugging.

- Familiarity with Linux/Unix commands and basic scripting would be an added advantage.

- Valuable understanding of incident management, ticketing, prioritization, and escalation processes.

📌 Support Engineer Intern (Mumbai)
🏢 Caratlane
📍 Mumbai