How you'll help us build:
• Work within the Support team to resolve complex issues and escalations from Tier 1 team. Identify customers' needs, research each issue, provide solutions, and ensure the customer’s needs have been completely met.
• Provide technical support to strategic Spotnana customers and partners, who range from experienced developers to non-technical executives.
• Determine root cause of bugs, failures, and issues. Deliver analysis to leadership and engineering, as needed
• Develop proposed solutions, incorporating technical and client needs, to submit to product and engineering
• Translate and distill complex technical analyses into customer-friendly explanations
• Perform technical collaboration with our engineering team for further troubleshooting, bug fixes, or workarounds, as necessary
• Work side-by-side with Customer Success Managers and Travel Operations to ensure a high-level of customer satisfaction.
• Help to maintain process documentation and help center content as needed




• Assist the Customer Support Manager and other Customer Success leaders on project level deliverables

Experience you bring:
• High level of English proficiency
• 4+ years of experience in a customer-facing support function.
• Need to have extensive troubleshooting, debugging and investigation skills
• Experienced in at least one programming language, preferably have solid knowledge about web technologies like HTML/CSS.
• Experience troubleshooting issues related to, for example, SSO, user provisioning via SFTP and API, and systems integrations.
• Ideally have already gained experience with database systems or SQL.
• Experience using Kibana or similar to interpret real-time application monitoring and alerting based on various metrics and logs, including using log data to troubleshoot issues.
• Experience with major Cloud Platforms such as AWS.
• Goal-oriented, independent and structured approach to the analysis and solution of complex problems in virtual and cloud-bas

📌 Technical Support Analyst (Bengaluru)
🏢 Spotnana
📍 Bengaluru