Technical Analyst AI & Cloud-Ready

As a Technical Analyst, you play a crucial role in bridging the gap between client success and product intelligence. Your responsibilities go beyond mere support as you investigate, analyze, and engineer solutions that directly impact customer outcomes and product quality. Your role requires a programmer's mindset, a support engineer's composure, and a hacker's inquisitiveness. - **Technical Investigation & Support:** - Troubleshoot complex technical issues related to 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:** - Utilize scripting languages like Python or Node.js and SQL databases (MySQL/Postgres) to extract, transform, and analyze operational data. - Conduct root cause analysis on recurring issues and suggest long-term remediation strategies. - **Customer & Internal Collaboration:** - Collaborate across global teams including Service Desk, Engineering, Product, and Customer Success. - Communicate technical diagnostics in a clear and empathetic manner to non-technical stakeholders. - **AI-Ready Thinking & Continuous Improvement:** - Identify and implement automation opportunities such as self-heal scripts, log analyzers, and alert systems. - Contribute to internal tools and AI-powered solutions enhancing service quality and scalability. - **Knowledge & Documentation:** - Create and maintain high-quality knowledge base articles, runbooks, and architecture-level incident summaries. **Qualifications:** - Strong hands-on experience in SQL (MySQL/Postgres) and proficient in log analysis. - Proficiency in programming languages like Python, Node.js, or Java for debugging, automation, or support tooling. - Familiarity with ITSM platforms such as ServiceNow or JIRA. - Sound understanding of telephony and contact center systems including SIP, IVR, and ACD configurations. - Excellent written and verbal communication skills for effective global customer interaction. - Previous exposure to high-impact technical support or DevOps-style triage environments. **Good To Have:** - Knowledge of cloud infrastructure, preferably AWS. - Familiarity with debugging tools like Postman, Wireshark, or Fiddler. - Experience with voice AI or conversational AI systems. - Previous work experience in a SaaS or Contact Center AI environment. The company offers benefits such as flexible working hours, a growth-oriented culture with global exposure, hybrid working style, personal accidental insurance, health insurance for self, spouse, and two kids, and a 5-day working week.,