Technical Support Engineer

Responsibilities

• Provide L1/L2 technical support to end users and clients.
• Troubleshoot application-related issues.
• Monitor application performance and system health.
• Create, track, and resolve incidents through ticketing tools.
• Coordinate with development, database, and infrastructure teams for issue resolution.
• Support deployments, patching, and scheduled maintenance activities.
• Prepare Root Cause Analysis (RCA) documents.
• Maintain technical documentation and Standard Operating Procedures (SOPs).
• Ensure adherence to SLA timelines and support processes.
• Coordinate with external payment gateway partners/vendors for issue resolution and support activities.
• Proficient in Microsoft Excel, including Pivot Tables, VLOOKUP/XLOOKUP, data analysis, and reporting. (SQL knowledge is not required).
• Communicate effectively with clients and stakeholders regarding issue status and resolution updates.
• Assist in user acceptance testing (UAT) and post-deployment validation activities.
• The candidate should be available for post-deployment sanity checks after late-night releases and be willing to provide extended support during critical production incidents when required.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.