Responsibilities of the Candidate:

Deliver high-quality application support to customers by resolving incidents, Investigate and resolve proactive monitoring alerts generated through internal monitoring tools.
Maintain SLA/SLO compliance while ensuring high-quality case management and customer satisfaction.
Communicate effectively with customers and internal stakeholders through both verbal and written channels.
Collaborate with engineering, product, and partner teams to resolve customer issues efficiently.
Participate in a 24x7 shift rotation, including out-of-hours support when required.
Troubleshoot application, database, API, integration, and mobile application issues.
Monitor application health and proactively identify availability or performance issues.
Build expertise in cloud technologies, solution architecture, and enterprise application deployment.
Contribute to the Knowledge-Centered Support (KCS) program by creating and improving knowledge articles.
Identify opportunities for automation, process optimization, and operational improvements.
Continuously develop technical, product, domain, and customer service skills through training and mentorship.

Requirements:

Passion for delivering exceptional customer experiences with strong ownership and accountability.
Excellent verbal and written communication skills.
Ability to collaborate effectively across global, cross-functional teams while demonstrating empathy and professionalism.
Foundational knowledge of SQL, Oracle, and database querying.
Understanding of application debugging and troubleshooting techniques.
Exposure to API integrations, MuleSoft, or similar integration platforms.
Familiarity with cloud technologies, Microsoft Azure, Kubernetes, and containerized applications.
Knowledge of application monitoring tools such as AppDynamics, Splunk, Kibana or similar platforms.
Understanding of CI/CD concepts using tools such as GitHub and Jenkins.
Strong analytical and problem-solving skills with a continuous learning mindset.
Ability to work in a fast-paced, shift-based, customer support environment.
Commitment to continuous improvement by contributing to knowledge sharing, automation initiatives, and operational excellence