Provide advanced technical support for product issues, escalations, and complex customer queries.
Troubleshoot and resolve high-level technical problems related to software, hardware, networks, or application systems.
Perform root cause analysis (RCA) and implement permanent fixes.
Collaborate with development, QA, and product teams for issue resolution and product improvements.
Manage support tickets, track SLAs, and ensure timely resolution of critical incidents.
Guide, mentor, and support junior support engineers when required.
Prepare technical documentation, knowledge base articles, and SOPs.
Assist in deployment, upgrades, and system configurations.
Participate in on-call support rotation for urgent issues.

Required Skills & Qualifications

5+ years of experience in Technical Support, Application Support, or Product Support.
Strong troubleshooting skills across Windows/Linux environments.
Good understanding of networking (TCP/IP, DNS, VPN, firewalls).
Hands-on experience with SQL queries for debugging and data checks.
Familiarity with cloud platforms (AWS/Azure/GCP) for basic support tasks.
Experience with monitoring tools (Nagios, Grafana, Zabbix, or similar).
Understanding of APIs, logs, debugging tools, and system integrations.
Excellent communication skills with the ability to handle client escalations.
Ability to work independently and manage complex issues end-to-end.

Preferred (Optional)

Experience with ITIL processes (Incident, Change, Problem Management).
Knowledge of scripting (Python, Bash, PowerShell) for automating support tasks.
Exposure to DevOps tools (Jenkins, Docker, Kubernetes) is a plus.

Skills: advanced,aws,api,articles,azure,basic,application,sql,technical support

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