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Mid-level, common support title with broad skillset and known SaaS employer increases candidate competition.
Core skills like SQL, Unix, and Azure are widely transferable across industries.
Explicit 2–4 years, required DB/Unix/Azure skills and ITIL certification make filtering strict.
Own end-to-end customer solution support including Tier 2/3 issue resolution to enhance solution stability and customer satisfaction.
Plan and execute continuous operational process improvements leveraging automation, lean methodology, and track operational metrics to ensure high service quality.
Manage day-to-day team activities ensuring SLA compliance, quality communication, knowledge base maintenance, and collaboration across functional teams including product development.
Bachelor's degree in Computer Science, Engineering, or related discipline.
2-4 years of corporate experience in customer-facing roles focused on Application or Production support.
Technical skills required: Oracle SQL, PLSQL, Unix/Linux, Windows, Shell Scripting, OOP concepts, SQL Server/MS SQL scripting, PowerShell scripting.
Experience with IT support tools (e.g., ServiceNow, JIRA), ITIL certification preferred, and immediate joining availability preferred.
Experienced in customer-facing, consultant roles in application or production support with demonstrated ability to resolve complex technical problems independently.
Familiar with cloud architecture (MS Azure) and product support including working cross-functionally with product development to drive product adoption and solutions.
Strong operational focus with a proactive approach to continuous improvement, team leadership, and knowledge management in a 24x7 support environment including shift and on-call responsibilities.