Support Analyst / Support Specialist

As a Support Analyst/Support Specialist with 4-12 years of experience in Bengaluru, you will be a crucial part of a global team dedicated to resolving issues for Gresham's customers across a range of products. Your primary responsibilities will involve providing round-the-clock support, using your diagnostic skills to identify root causes, provide solutions, and escalate issues when necessary. Your ability to respond promptly to customer needs, prioritize tasks based on SLAs, and deliver exceptional customer service that exceeds expectations will be key to your success in this role. You will be responsible for documenting all customer interactions and progress on the incident management system to facilitate seamless collaboration within the team and ensure a consistent customer experience. In addition, you will play a vital role in replicating customer issues to gain a deeper understanding of problems, updating the Customer Support knowledge base, and maintaining strong customer relationships. Your technical skills, including knowledge of database technologies such as MySQL, PostgreSQL, Oracle, experience with Windows Server and Linux operating systems, and familiarity with cloud technologies like AWS, will be essential for effectively addressing customer needs. Overall, your role will involve providing out-of-hours on-call support on a rotational basis, attending meetings independently, and contributing to the continuous improvement of customer support processes. Your Bachelor's Degree or equivalent in Computer Science/Information Technology and previous experience in a technical support role will serve as a strong foundation for excelling in this position.,