Technical Analyst – AI & Cloud-Ready

Job Description

Experience: 2 to 6 yrs Job Type: Permanent Location : Sector-142, Noida Position Summary: As a Technical Analyst , you will be the bridge between client success and product intelligence. You won’t just support— you’ll investigate, analyze, and engineer solutions . Whether it’s decoding application logs, triaging APIs, or scripting automation to reduce MTTR, your work will directly impact customer outcomes and product quality. This role is ideal for someone with a programmer's mind, a support engineer's calm, and a hacker's curiosity . Key Responsibilities: Technical Investigation & Support Troubleshoot complex technical issues spanning telephony (SIP, ACD, IVR), CRM integrations (ServiceNow, Salesforce), and voice AI services. Analyze distributed logs and event traces to identify patterns, failure points, and performance bottlenecks. Problem Solving & Root Cause Analysis Use scripting (Python/Node.js) and SQL (MySQL/Postgres) to extract, transform, and analyze operational data. Perform root cause analysis on recurring issues and propose long-term remediation strategies. Customer & Internal Collaboration Work cross-functionally with global Service Desk, Engineering, Product, and Customer Success teams. Deliver clear, empathetic communication—translating technical diagnostics into actionable insights for non-technical stakeholders. AI-Ready Thinking & Continuous Improvement Identify and drive automation opportunities (e.g., self-heal scripts, log analyzers, alert systems). Contribute to internal tools and AI-powered solutions that improve service quality and scalability. Knowledge & Documentation Author and maintain high-quality knowledge base articles, runbooks, and architecture-level incident summaries. Qualifications: Strong hands-on experience in SQL (MySQL/Postgres) and log analysis . Programming ability in Python, Node.js , or Java for debugging, automation, or support tooling. Experience with ITSM platforms such as ServiceNow or JIRA . Solid grasp of telephony and contact center systems – SIP, IVR, ACD configurations, call routing logic. Excellent written and verbal communication skills with a global customer base. Prior experience in high-impact technical support or DevOps-style triage environments. Good To Have: Exposure to cloud infrastructure (AWS preferred). Familiarity with debugging tools like Postman, Wireshark, or Fiddler . Experience in voice AI or conversational AI systems. Prior work in a SaaS or Contact Center AI environment. Benefits: Flexible Working Hours. Growth-Oriented Culture with Global Exposure Hybrid Working Style. Personal Accidental Insurance. Health Insurance to Self, Spouse and two kids. 5 days working week. Job Types: Full-time, Permanent Pay: Up to ₹1,700,000.00 per year Benefits: Flexible schedule Health insurance Leave encashment Provident Fund Work from home Shift: Day shift Work Days: Monday to Friday Ability to commute/relocate: Noida, Uttar Pradesh: Reliably commute or planning to relocate before starting work (Preferred) Application Question(s): Are you comfortable with rotational shifts? Experience: MySQL: 2 years (Preferred) Database: 2 years (Preferred) Technical support: 2 years (Preferred) Log analysis: 2 years (Preferred)