Provide advanced incident resolution and RCA for escalated L2/L3 cases.
Perform structured troubleshooting using SQL, APIs, logs, and diagnostics.
Support global customers via 247 followthesun coverage.
Collaborate with engineering teams for escalation management.
Document RCA, create knowledge base articles, and mentor junior engineers.
Use monitoring tools like Splunk, Datadog, Kibana, and CloudWatch.
Leverage automation scripting (Python/Bash) to reduce MTTR.
Apply ITIL processes for incident, problem, and change management.
Maintain transparent customer communication throughout case lifecycle.
Drive measurable outcomes: AI Deflection >50%, First Time Resolution +25%, AI Draft Adoption >65%.
📌 Technical Support Engineer Bengaluru
🏢 Quality Impact
📍 Bengaluru
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