Application Support Tier 1A
Alegeus · Bengaluru · onsite · Posted 41d ago
About a minute. You'll make an account on the way through.
About this role
Role & responsibilities
- To resolve technical support issues for internal and business clients in timely an efficient using technical expertise and product knowledge to assist in resolving higher level technical issues for the company.
- Monitor ticket queues and ensure incidents are acknowledged and responded to within SLA timelines.
- Diagnose, troubleshoot, and resolve software application, data transfer, and connectivity issues related to service and product offerings.
- Respond to alerts generated from monitoring tools and take appropriate actions.
- Manage multiple customer cases simultaneously, ensuring all case-related information and activities are accurately documented, and providing timely progress updates to customers and account managers.
- Assist end users with application access, functionality, and operational issues.
- Perform initial troubleshooting and resolution for application issues.
- Follow established support processes, SOPs, and knowledge base articles.
- Escalate unresolved or complex incidents to Tier 2 support teams with detailed analysis.
- Participate in shift handovers and maintain accurate support documentation.
- Work closely with engineering, development, and product management teams on technical escalations and product improvements.
- Communicate by translating technical issues to internal and client business contacts
- Document recurring technical issues to support product quality programs.
- Create documentation around support processes and issues usable by technical and non-technical users.
- Maintain a case closure without re-open rate of 95% or above
Required Skills
The desired candidate should have a high aptitude for problem-solving and critical thinking. The candidate will use these skills combined with product knowledge of Alegeus Systems to help solve the more difficult technical issues for the company and business clients. The candidate must be able to handle a fast-paced environment and be able to multitask in the pursuit of resolving company and business client cases. The candidate will also be proficient in SQL (MS SQL, Oracle, etc.).
Experience:
- 3+ years Experience with end user Technical Support for software applications.
- Experience with SQL (MS SQL, Oracle, etc.)
- Experience in CSV/Fixed file format review.
- Experience in log analysis and issue triaging.
- Understanding of REST APIs and basic API testing.
- Demonstrated ability to use data analysis to research and troubleshoot issues.
Education: Bachelors degree required with specialization in MIS, computer science or equivalent preferred
Sourced from naukri
Skills
About Alegeus
Alegeus
FinTech
501-1000
employees
1995
31 years old
Waltham
US
About
Alegeus Technology
Alegeus is a FinTech company operating in the healthcare benefits space. At a high level, were the leading platform that powers tax-advantaged benefit accounts so think of things like HSAs, FSAs, etc. In other words, we sit at the intersection of healthcare, payments, and technology, and essential we're helping millions of people save smarter and spend better on their healthcare.
In recent years, Alegeus has grown quickly and successfully, but like many fast-growing companies, we’ve reached that stage where we need to evolve from “scale-first strategy” to sustainable, scalable growth. We’re sharpening our identity as a true FinTech company, not just HealthTech and we’re building the operational and strategic infrastructure to support that future.
Since joining Vista Equity Partners, one of the world’s leading private equity firms focused exclusively on software and technology with approx. 80 companies in their portfolio, we’ve been laying the groundwork for that next phase of growth and maturity. We’re investing in technology (think product, AI, etc.) , leadership, and process, all with the goal of creating a more aligned, efficient, and high-performing organization. When it comes to the numbers here's a rapid fire breakdown:
- 1k employees, HQ in Boston, but also have office in Bangalore and Orlando and a presence in Milwaukee.
- We've doubled revenue in five years.
- Directionally we're $300m + this year
- We've tripled EBITDA in five years with 47% EBITDA margins
- We're projected to have more than 11M lives on platform this year, with ~99% client retention
- Greater than 50% rule of 40
Industries
Employee ratings
44 reviews
Culture
2.5
Career growth
2.2
Work-life
2.9
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