Solution Analyst - L1 Support

Job Title:

Experience:

Location:

Job Type:

Job Overview:

We are seeking a highly motivated and customer-focused Support Engineer (Developer) with 2 years of experience to join our dynamic team. This role offers exposure to both L1 and L2 support, providing a unique blend of customer interaction and hands-on technical problem-solving. We are looking for a passionate and proactive Support Engineer / Developer with 2 years of experience in customer-facing roles, who thrives in a fast-paced environment and enjoys problem-solving. The ideal candidate will have a solid technical foundation in Ruby on Rails (RoR), MongoDB, React, and Java, coupled with strong communication skills and customer empathy. The role involves handling L1 and L2 support tickets, resolving technical issues, and working closely with product and engineering teams to ensure customer satisfaction.

Key Responsibilities:

• Serve as the first and second line of defense for technical support (L1/L2).
• Troubleshoot and resolve customer issues related to RoR, MongoDB, React, and Java-based applications.
• Respond to and own customer queries via ticketing systems, emails, or calls within defined SLAs.
• Collaborate with engineering teams to resolve complex technical problems.
• Identify and escalate critical issues proactively to the relevant teams.
• Document solutions, FAQs, and knowledge base articles for recurring issues.
• Participate in root cause analysis and incident review meetings.
• Be available for

  weekend rotations and after-hours support

   as needed.

Required Skills & Qualifications:

• 2+ years of experience in technical support or software development.
• Hands-on experience in

  Ruby on Rails

  ,

  MongoDB

  ,

  React.js

  , and

  Java

  .
• Strong debugging, problem-solving, and analytical skills.
• Excellent verbal and written

  communication skills

  .
• High

  customer empathy

   and commitment to delivering quality support.
• Exposure to monitoring tools, logs, or debugging production issues.
• Flexible to work in

  shifts and on weekends

   as part of an on-call rotation.

Nice to Have:

• Experience using support tools like

  Jira, ServiceNow, Freshdesk

  , or similar.
• Familiarity with containerization (Docker), CI/CD, or cloud platforms (AWS, Azure).
• Prior experience working in a SaaS or product-based company.

jobs@altizon.com