Production Support Executive

You will be responsible for providing first-level support via email and chat to help resolve technical and functional issues across the company's products. You should take initiative in assisting users and work under guidance to resolve issues effectively. It is important to follow documented procedures and escalate complex issues to relevant internal teams as required. Additionally, you will assist in reporting any issues that may impact business operations and ensure all support interactions are logged properly in the internal ticketing system. Keeping users and stakeholders informed during downtimes or system issues is also part of your responsibilities. It is essential to learn and familiarize yourself with the company's software, tools, and technologies. You will support the team in researching, diagnosing, and troubleshooting issues and contribute to accurate and timely reporting of support metrics. To qualify for this role, you should have a good understanding of SQL and at least 1 year of experience in Production Support. Understanding of Linux/UNIX systems, databases (e.g., MySQL, SQL Server), and web technologies is required. Exposure to or willingness to learn scripting or programming basics is preferred. Familiarity with Excel and documentation tools is also necessary. Good communication skills, both written and verbal, are important. A proactive attitude, eagerness to learn, and a customer-first mindset are qualities that will help you succeed in this role. Exposure to ticketing tools, good understanding of debugging and analysis, as well as a good understanding of AWS Cloud are additional requirements. This position was posted by Poornima B from Kaleidofin.,