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Job Description
Structured overview of role & requirementsAbout This Role
Provide L2/L3 technical support for enterprise and SaaS software applications focusing on troubleshooting application, database, API, and integration issues.
Manage incidents and service requests ensuring SLA compliance, including escalation of complex technical problems with detailed analysis.
Support software deployments, upgrades, patches, and monitor application health to identify and address recurring issues while maintaining technical documentation.
Minimum Requirements
Bachelor's degree in Computer Science, Information Systems, Engineering or equivalent experience.
2–5 years of experience in technical support, application support, software engineering, or IT operations involving enterprise or SaaS applications.
Proficiency in SQL databases, REST APIs, Windows/Linux OS, and ticketing systems (e.g., Jira, ServiceNow) is mandatory.
Willingness to work in a 24/7 support environment.
Ideal Candidate Profile
Experienced in operating within cross-functional teams including Engineering, DevOps, QA, and Product for incident resolution and release validation.
Demonstrates strong analytical skills to identify root causes using logs and reproduce defects under SLA-driven conditions.
Comfortable handling multifaceted software support issues and managing priorities in a fast-paced, customer-facing environment.