The role serves as the primary technical interface for users, resolving complex hardware, software, and network issues while maintaining high standards of service reliability.
The position demands deep technical troubleshooting, rapid diagnosis of system failures, and clear communication to ensure minimal downtime for technical stakeholders.
Key Responsibilities
- Diagnose and resolve tier-1 and tier-2 technical support tickets via ticketing systems and remote support tools
- Troubleshoot SaaS platform access, API integrations, single sign-on issues, and database connectivity
- Escalate critical engineering bugs with detailed reproduction steps, logs, and system diagnostics
- Maintain internal knowledge base documentation, runbooks, and customer-facing troubleshooting guides
- Monitor system health metrics, alerting dashboards, and service-level agreement compliance
- Collaborate with engineering and product teams to prioritize fixes based on user impact
- 1-3 years of technical support, system administration, or IT service desk experience
- Strong proficiency with help-desk platforms (Zendesk, Jira Service Management) and remote desktop tools
- Basic understanding of SQL, REST APIs, network protocols (TCP/IP, DNS), and cloud infrastructure
- Exceptional written communication skills for breaking down complex technical concepts for non-technical users
- Bachelor's degree in Information Technology, Computer Science, or equivalent practical experience
- Bonus: Experience with Python scripting or familiarity with containerized environments like Docker
