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Popular entry-level support role with broad platform and monitoring skill requirements, causing medium competition.
Low—devops and support skills like SQL, monitoring, and cloud are highly transferable across industries.
Medium—requires specific platform, monitoring, and cloud skills but no explicit years requirement.
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Own end-to-end resolution of customer support cases primarily with low to medium severity, occasionally high/critical cases, ensuring adherence to SLA/SLO and quality standards.
Provide 24x7 application support including out-of-hours shifts, proactively monitor and resolve application availability issues using monitoring tools like AppDynamics and Splunk.
Contribute to knowledge management (KCS) by creating and leveraging quality support articles, and identify operational improvement opportunities including automation and process enhancements.
Work Experience Required: Not explicitly mentioned in the JD.
Basic technical skills in DBMS (SQL, Oracle), code debugging, platform support (API/Mulesoft troubleshooting), and mobile application issue troubleshooting.
Willingness and ability to work in shifts to provide round-the-clock support.
Familiarity or readiness to build competency in cloud concepts, solution architecture, Azure deployment models, and SaaS technical toolsets (AppDynamics, Splunk).
Demonstrates ownership and customer-centric mindset with ability to handle customer cases end-to-end including engagement and proactiveness under supervision.
Eager to develop cross-functional technical skills across database, integration troubleshooting, cloud technologies, and monitoring tools in a SaaS product support environment.
Comfortable working collaboratively across teams and with cultural sensitivity, while seeking regular performance feedback and engaging in continuous learning.