The ideal candidate will be responsible for configuring and troubleshooting our product to resolve our customers' technical issues. You will support the customer by acting as the liaison between the customer and other internal teams. Your ability to work in complex networking environment will also make you an ideal candidate.

Responsibilities:

● L1 & L2 level of investigation of any issue (including functional or technical issue).

● Root cause analysis of issues by debugging in logs or DB

● The candidate must be able to take ownership in driving and solving customer technical product issues with urgency and effectively operate independently and collaborate with team members as the situation requires.

● The candidate must be passionate about solving customer technical product issues with a constant drive for technical knowledge and growth.

● Perform quick impact analysis during incident and quick recovery post incident.

● Troubleshoot areas of performance and identify effective solutions to resolve issues both immediate and for the longer term.

● The ideal candidate must be able to excel in a fast-paced environment, to manage multiple customer issues/projects simultaneously, provide quick yet thorough responses and meet aggressive deadlines.

● Work closely with different stakeholders including Operations, cust-experience, Product, finance, Risk & fraud management team etc..

● Generate reports based on Internal/External requests.

● Maintain documentation for internal team

● Follow ITIL practices. Requirements:

● Education: - B. Tech/MCA/M. S (from well known institutes).

● Having 2-4 years of experience in Application Support.

● Good experience with any of the programming languages like Python,Java, Shell Scripting.

● Good understanding of DB and having good command on SQL.

● Having knowledge of AWS,Mongo,Rest API, Athena, Postgres, Unix commands.

● Sound understanding of SDLC life cycle and Agile methodologies.

● Proficiency in Python, SQL, AWS, Mongo, Unix. Experience with support monitoring tools ( Newrelic, Grafana, Sentry ) and ticketing platforms like JIRA, Zendesk, Salesforce etc.

● Should have strong decision making capabilities w. r. t. choosing new frameworks, approaches etc.

● Good communication skill with logical & analytical approach to solve business problems quickly. ● Ability to provide support in extended hours including weekends or holidays whenever needed. Also ability to handle pressure in a fast paced environment.

● For this position, domain expertise in the supply chain, logistics, and e-commerce industries will be advantageous.