L2 Technical Support Engineer - Troubleshooting

Job Description : - Provide advanced technical support for SaaS/On-premise systems, diagnosing and resolving complex issues - Assist customers with configuration, deployment, and troubleshooting of ESL systems - Work closely with L1 support, development teams, and other departments to ensure efficient issue resolution - Document incidents, resolutions, and create knowledge base articles for future reference. - Conduct root cause analysis for recurring issues and implement preventive measures. - Monitor systems for performance, availability, and potential issues. - Adaptable to working in different shifts as required Required skills and experience include : - Bachelor's Degree or diploma in Computer Science, Information Technology, or a related field - Minimum of 3 years of experience in a similar role within a SaaS or tech support environment - Proficiency in cloud platforms (e.g., Microsoft Azure),scripting languages (e.g., Python, PowerShell), and troubleshooting tools. - Hands-on experience using SQL queries on databases such as PostgreSQL, MSSQL, and MongoDB - Proficient in using monitoring tools like Grafana and Kibana for tracking and analyzing system performance and logs - Experience in troubleshooting applications with load balancers and web servers like Apache Tomcat. - Excellent analytical and problem-solving skills to diagnose and resolve complex technical issues - Capability to provide high-quality customer service and maintain customer satisfaction (ref:hirist.tech)

Location: bangalore, IN

Posted Date: 1/8/2025