Senior Technical Support Engineer(Rotational Shifts)

Qualifications/ Requirements:

• Provide technical support for enterprise software products, including troubleshooting complex issues.
• Diagnose and resolve issues related to application performance, integrations, database connectivity, authentication systems, and deployment configurations
• Perform root cause analysis on critical production issues and document findings comprehensively
• Reproduce customer issues in controlled environments and create detailed bug reports for development teams
• Ensure that service levels are met for each assigned incident.

• Conduct remote troubleshooting sessions and guide customers through resolution steps
• Provide proactive updates on case status and maintain SLA

• Create and maintain technical documentation, knowledge base articles, and troubleshooting guides
• Mentor and train junior support engineers, sharing best practices and technical expertiseQualifications

• Should be a minimum Graduate
• 6+ years of experience in a customer-facing environment
• Experience with Oracle ERP systems
• Strong SQL and PL\SQL knowledge including query optimization and troubleshooting the code.
• Understanding on .NET Framework, ASP.NET applications

• Experience with enterprise reporting analytics tools (like PowerBI, OBIEE) and Replication service.

• Understanding of authentication protocols and identity management (Azure AD, SAML)
• Familiarity with web technologies REST APIs and web services
• Knowledge on networking concepts, SSL/TLS protocols
• Ability to read and understand application logs, error messages, and stack traces
• Understanding of Oracle E-Business systems, OCA, OAC, Oracle database.
• Knowledge on SaaS/Cloud environment

Soft Skills

• Excellent written and verbal communication skills
• Strong analytical and problem-solving abilities
• Customer-focused mindset with commitment to delivering exceptional service Ability to manage multiple priorities and work effectively under pressure
• Provide structured feedback from customer interactions to inform product development
• Self-motivated with ability to work independently and as part of a team
• Strong organizational skills and ability to document processes thoroughly
• Flexibility to work across different time zones when needed for customer support