Investigate and troubleshoot customer-reported technical issues. Provide timely resolutions or workarounds to ensure customer satisfaction. Escalate complex issues to senior engineers or product teams with detailed analysis. Document resolutions and contribute to knowledge base articles for customer self-help. Collaborate with peers and cross-functional teams to support issue resolution. Manage and track assigned cases using Salesforce. Participate in internal training, knowledge-sharing sessions, and workshops. Follow established processes and contribute to continuous improvement initiatives. Available to work 24x7 on rotational basics and willingness to support weekend shifts when scheduled ensuring readiness for global support needs. Basic to intermediate experience with SQL (Oracle or SQL Server preferred). Familiarity with application server environments (e.g., Apache Tomcat, web server setups). Exposure to Java-based enterprise applications (from a support or academic background). Ability to analyze logs, perform root cause analysis, and provide actionable insights. Experience with ETL tools (e.g., Informatica, Kettle or IICS) Good problem-solving skills with a focus on delivering customer value. Strong communication and documentation skills. Exposure to UNIX/Linux operating systems and basic command-line knowledge. Basic familiarity with cloud platforms like AWS. Interest in or foundational knowledge of machine learning concepts. Bachelor's degree in Computer Science, Information Systems, or related field. 2+ years of relevant experience in technical support, application support, or similar role.
