Senior Technical Support Executive

Job Summary

JD - Technical Support Engineer (L2)

The Role

As a Technical Support Engineer, you will support core products like our Lead Management System (LMS) and Intelligent Interventions, which dramatically improve the productivity and effectiveness of enterprise sales teams. These products power our "Personal Assistant" app, automating salesforce activities using cutting-edge location-based technology and intelligent routing algorithms.

Our platforms collect and process millions of daily interaction data points. You will be responsible for ensuring these products run reliably in production by monitoring system health, debugging complex issues, investigating root causes, and ensuring a seamless experience for our BFSI customers across the Insurance, Lending, and Collections verticals.

What You Will Do

• Production SRE & Monitoring: Maintain production system reliability; configure and monitor health metrics, alerts, and dashboards to proactively isolate anomalies.
• Deep-Dive Debugging: Trace, reproduce, and isolate complex technical issues across application layers, logs, APIs, and databases to identify true root causes.
• Incident Management: Own production incidents end-to-end; log, track, and resolve tickets while providing clear, structured updates via Jira or Freshdesk.
• Cross-Functional Collaboration: Partner closely with Engineering, QA, and Product teams to deploy fixes, validate data, and escalate critical bugs within an Agile/Scrum framework.
• Stakeholder Communication: Articulate technical root causes, impact assessments, and resolution statuses clearly to both internal technical teams and external enterprise client stakeholders.

Experience & Fluency

• Production SRE & Observability: 3-5 years of hands-on experience supporting enterprise SaaS web/mobile products. Competency using Kibana for log parsing, Grafana for metrics monitoring, and APM platforms (Datadog, New Relic) for tracing production issues.
• Database & Infrastructure Mastery: Strong SQL skills with the ability to write complex queries for deep debugging and transactional data validation across relational databases. Comfortable navigating Linux/Unix command lines and terminal tools (PuTTY) for server-level debugging.
• API & Distributed Systems: Practical experience debugging and validating RESTful APIs using tools like Postman or Insomnia. Foundational familiarity with version control (Git) alongside exposure to Kafka, message queues, or event-driven distributed architectures.
• Domain & Automation Tooling (Preferred): Basic scripting skills (Python, Java, or Node.js) to build automation or internal debugging tools. Prior exposure testing geo-analytic applications (routing, maps) or working within the BFSI/sales-tech domain.

Mindset & Core Traits

• High-Agency Problem Solving: A natural passion for deconstructing messy technical failures. You treat every production ticket as an investigative puzzle, tracing issues across logs, APIs, and databases to deliver a rigorous Root Cause Analysis (RCA).
• Extreme Ownership & Customer Focus: Deeply committed to delivering exceptional customer experiences through highly responsive issue resolution. You take personal accountability for critical production incidents, driving them relentlessly across QA and Engineering teams until fully resolved.
• Collaboration & Clear Articulation: Excellent written and verbal communication skills. Ability to clearly translate complex technical anomalies, impacts, and fix-timelines into structured updates for both internal development teams and external enterprise clients.
• Continuous Learning: Intensely curious, highly adaptable, and eager to master new infrastructure tools, product updates, and scripting languages to automate repetitive workflows.

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.