Senior Specialist – Technical Support

About The Role

Key Responsibilities

• Provide advanced (L2/L3) support for production issues raised by customers or internal teams.
• Investigate and troubleshoot application, data, and integration issues across environments.
• Perform data fixes and direct SQL queries on production databases with high accuracy and caution.
• Analyze logs, database records, and system behavior to identify root causes.
• Escalate product bugs and closely coordinate with the development and QA teams for resolution.
• Communicate solutions and timelines effectively to customers and internal stakeholders.
• Maintain clear documentation of recurring issues, fixes, and SOPs.
• Ensure adherence to SLA timelines and customer satisfaction goals.
• Train and support junior support engineers as needed.
  

Required Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 5+ years of experience in technical support, application support, or similar roles.
• Strong proficiency in SQL.
• Hands-on experience with production environment debugging, preferably in a live customer-facing SaaS or enterprise application.
• Familiarity with application logs, monitoring tools, and incident management workflows.
• Comfortable with REST APIs, JSON/XML, and data exchange mechanisms.
• Good understanding of web-based application architecture (frontend, backend, database layers).
• Excellent troubleshooting, analytical, and communication skills.
  

Preferred Skills

• Experience in the garment manufacturing / ERP / shop floor digitization domain (optional).
• Knowledge of scripting (Python, PowerShell, etc.) for automation or data transformation.
• Experience with tools like Postman, Kibana, Grafana, or similar.
• Familiarity with cloud platforms (AWS, Azure, etc.).
• Hands-on with ticketing systems like Jira.
  

What We Offer

• Opportunity to work in a fast-growing product company solving real industry problems
• Work closely with leading garment manufacturers across the globe, contributing to their digital transformation
• Collaborative team environment with a focus on learning and ownership
• Chance to build and lead a team as we scale our support operations
• Access to live customer environments and enterprise-level tools
• Competitive compensation and benefits