Technical Support Engineer (L2)

Key Responsibilities:

Issue Analysis

· Analyze issues escalated by the System Engineer – Functional (L1) and determine the root cause through systematic investigation.

Data Issue Resolution

· Resolve data-related issues efficiently.

· For any required data modifications or deletions, prepare the necessary SQL queries and coordinate with the Support Lead for review and execution, strictly following standard procedures.

Customer Communication

· When additional clarity is required, communicate directly with the customer—preferably in the presence of L1—to gather the necessary information for effective issue resolution. Once the issue is resolved, inform L1 to update the customer accordingly.

Application and Database Investigation

· Conduct in-depth analysis of issues at both the application and database levels to ensure comprehensive understanding and resolution.

Backup Coordination

· Coordinate with the IT team to obtain database backups of customer companies when needed for analysis or testing.

Issue Simulation and Validation

· Use backup companies to replicate and resolve issues.

· Provide validated SQL queries or resolution steps for safe execution in the live environment.

Meeting Coordination and Reporting

· Organize departmental (vertical) meetings and prepare and submit accurate and concise meeting reports.

Development Bug Escalation

· Work closely with Software Engineers (L3) to resolve development-related bugs.

· Escalate relevant tickets promptly with detailed observations.

Collaboration on Recurring Issues

· Collaborate with the Product Lead (L4) and Support Lead on modules facing frequent development issues.

· Propose and support implementation of long-term solutions to enhance product stability.

Skills Required:

• Proficiency in SQL and database operations.
• Basic knowledge of JavaScript, jQuery, HTML and CSS.
• Strong debugging and problem-solving skills.
• Ability to collaborate effectively within a team.
• Business/domain understanding for efficient issue analysis.
• Familiarity with CRM systems and ticketing tools.

Job Type: Full-time

Pay: ₹20,000.00 - ₹35,000.00 per month

Benefits:

• Flexible schedule
• Leave encashment
• Paid sick time

Work Location: In person

Expected Start Date: 01/09/2025