Technical Support Specialist- Tier 2

4 hours ago

India Eltropy Full time

We are looking for Tier 2 Technical Support Specialist who will be able to lead, collaborate, prioritize, Innovate, prioritize bugs affecting customers, contain them with workarounds, and champion fast fixes by Engineering.



Roles & Responsibilities:

  • Work directly with financial institutions’ technology experts 
  • IT networking and security experts to troubleshoot and resolve reported networking and integration issues 
  • system admins to troubleshoot integrations with core banking, loan-origination and other systems
  • Pinpoint and visualize bugs and failures using detailed server logs
  • Mentor the Level 1 Support team as they triage, diagnose and resolve support tickets
  • Create and update instructions, procedures and customer-visible help articles in Confluence
  • Prioritize bugs affecting customers, contain them with workarounds, and champion fast fixes by Engineering
  • Drive product enhancements that will accelerate and facilitate customer self-onboarding and self-support
  • Create dashboards and alerts of problems so that we can resolve them before customers even see them


Technical Knowledge :

  • Abstract reasoning techniques to correctly diagnose problems, create workarounds, and help developers to implement root-cause fixes
  • Networking, including troubleshooting with Fiddler, VPN set-up (AWS preferred), SFTP, certificates, HTTPS traffic, proxies and whitelisting
  • WebRTC for video
  • SSO using SAML
  • Experience supporting software running in Amazon AWS
  • Excellent communication skills (both written and verbal)
  • Proven ability to manage multiple concurrent tasks and customer issues, multi-tasking and meet deadlines
  • Product Lifecycle and Software Development Lifecycle


Tools and software :

  • Fiddler network traffic analysis
  • Kibana log analysis
  • Jack Henry Symitar, Corelation Keystone, Fiserv DNA and other core banking systems
  • Alkami, Q2, NCR Digital Insights and other online banking applications
  • AWS VPN, SFTP and Certificate Manager
  • Microsoft ADFS, Ping, Okta and other SSO integrations
  • User/Customer Knowledge - Jira Service Management
  • Software Development Life Cycle - Jira
  • AWS QuickSight for data visualization and analysis
  • Flowcharting & diagramming - Draw.io


Security Responsibilities :

  • Ensure the highest levels of security for external and internal communications
  • Strict adherence to Eltropy’s policies and procedures related to security, confidentiality, availability, and privacy;
  • Attend all training and awareness sessions related to security;
  • Reporting security events and incidents promptly through available channels of Eltropy
  • Adherence to approval and authorization process while handling, accessing, sharing, storing, or processing Eltropy’s confidential information or data; personal data, or customer information
  • Be responsible and accountable for handling sensitive information, protecting access credentials, managing data and information, etc.


.What You Offer:

  • Bachelor's degree in a Computer Science related field or equivalent practical experience
  • Understanding of networking and cloud computing.  
  • Would be required to work  8:00pm - 4:00am IST (Later Preferred) 

Skills:

  • Critical thinking ability - Passion to do whatever it takes to solve complex problems and build scalable processes
  • Demonstrated ability to pull a customer into an ad-hoc troubleshooting call and lead that call to resolution without support.    
  • Be able to work independently; anticipating and resolving problems. 
  • Highly organized with strong project management skills and attention to detail
  • Adept at analyzing large sets of data to generate meaningful insights 
  • Possess strong decision-making and prioritization skills
  • Motivated towards working in a startup environment

Experience :

  • Prior work experience of 5+ years in Enterprise SaaS companies in a support capacity
  • Working with or in a credit union 
  • Working with mobile and web applications in the B2B space
  • Working with remote, global, and cross-functional teams and an understanding of SaaS business models
  • Participation in parts of the software development lifecycle

Quantitative - 

  • Business GoalsQuantity of integrations in progress
  • Age of integration in progress
  • Service GoalsJira Ticket average time to pick up
  • Jira Ticket average time to transfer/resolve
  • Jira Ticket count 

Qualitative - 

  • Problem solving
  • Leadership
  • Collaboration
  • Innovation
  • Prioritization 
  • Responsiveness - Internal and external


  • Eltropy Tier 2 Technical Support Specialist

    2 days ago

    India Eltropy Full time

    Job DescriptionWe are seeking a highly skilled Tier 2 Technical Support Specialist to join our team at Eltropy. As a key member of our support team, you will be responsible for leading and collaborating with various stakeholders to troubleshoot and resolve complex technical issues.Key Responsibilities:Collaborate with financial institutions' technology...

  • Technical Support Specialist- Tier 2

    24 hours ago

    India Eltropy Full time

    We are looking for Tier 2 Technical Support Specialist who will be able to lead, collaborate, prioritize, Innovate, prioritize bugs affecting customers, contain them with workarounds, and champion fast fixes by Engineering. Roles & Responsibilities: Work directly with financial institutions’ technology experts  IT networking and security experts to...

  • Technical Support Specialist- Tier 2

    22 hours ago

    India Eltropy Full time

    We are looking for Tier 2 Technical Support Specialist who will be able to lead, collaborate, prioritize, Innovate, prioritize bugs affecting customers, contain them with workarounds, and champion fast fixes by Engineering. Roles & Responsibilities: Work directly with financial institutions’ technology experts  IT networking and security...

  • VergeCloud | Tier 2 Support Engineer

    23 hours ago

    india VergeCloud Full time

    VergeCloud is rapidly scaling and redefining how businesses leverage CDN, cloud security, and edge computing. We empower businesses with cutting-edge cloud solutions, providing real-time visibility, analytics, and AI-driven operations across multiple industries. Join our dynamic, collaborative environment and contribute to shaping the future of cloud and...

  • VergeCloud | Tier 2 Support Engineer

    2 days ago

    india VergeCloud Full time

    VergeCloud is rapidly scaling and redefining how businesses leverage CDN, cloud security, and edge computing. We empower businesses with cutting-edge cloud solutions, providing real-time visibility, analytics, and AI-driven operations across multiple industries. Join our dynamic, collaborative environment and contribute to shaping the future of cloud and...

  • Eltropy | Technical Support Specialist- Tier 2

    2 days ago

    india Eltropy Full time

    We are looking for Tier 2 Technical Support Specialist who will be able to lead, collaborate, prioritize, Innovate, prioritize bugs affecting customers, contain them with workarounds, and champion fast fixes by Engineering.Roles & Responsibilities:Work directly with financial institutions’ technology experts IT networking and security experts to...

  • Eltropy | Technical Support Specialist- Tier 2

    23 hours ago

    india Eltropy Full time

    We are looking for Tier 2 Technical Support Specialist who will be able to lead, collaborate, prioritize, Innovate, prioritize bugs affecting customers, contain them with workarounds, and champion fast fixes by Engineering. Roles & Responsibilities: Work directly with financial institutions’ technology experts  IT networking and security experts to...

  • AV Tier 2 Agent

    2 months ago

    India Diversified Full time

    Job Summary: Exp - 5+ years Shift: Rotational Shift The NOC Agent/AV – Tier 2 is the second level of support and is responsible for in depth review of client reported and/or proactively found issues as a technical subject matter expert. The NOC Agent/AV – Tier 2 will respond to client concerns and issues via phone and email, while working to make sure...

  • Tier 1 Support Specialist

    14 hours ago

    India VergeCloud Full time

    VergeCloud is rapidly scaling and redefining how businesses leverage CDN, cloud security, and edge computing. We empower businesses with cutting-edge cloud solutions, providing real-time visibility, analytics, and AI-driven operations across multiple industries. Join our dynamic, collaborative environment and contribute to shaping the future of cloud and...

  • VergeCloud | Tier 1 Support Specialist

    2 days ago

    india VergeCloud Full time

    VergeCloud is rapidly scaling and redefining how businesses leverage CDN, cloud security, and edge computing. We empower businesses with cutting-edge cloud solutions, providing real-time visibility, analytics, and AI-driven operations across multiple industries. Join our dynamic, collaborative environment and contribute to shaping the future of cloud and...

  • VergeCloud | Tier 1 Support Specialist

    23 hours ago

    india VergeCloud Full time

    VergeCloud is rapidly scaling and redefining how businesses leverage CDN, cloud security, and edge computing. We empower businesses with cutting-edge cloud solutions, providing real-time visibility, analytics, and AI-driven operations across multiple industries. Join our dynamic, collaborative environment and contribute to shaping the future of cloud and...

  • Technical Support Specialist

    3 weeks ago

    India Teamware Solutions a division of Quantum Leap Consulting Pvt. Ltd Full time

    About the RoleWe are seeking a skilled Product Support Consultant to join our team at Teamware Solutions, a division of Quantum Leap Consulting Pvt. Ltd.This is a fantastic opportunity to work with a leading company and contribute to the success of our customers by providing exceptional support for Captivate Prime LMS.Key ResponsibilitiesProvide Tier 2 and...

  • Dynatrace Technical Support Specialist

    4 days ago

    India Gemini Solutions Pvt Ltd Full time

    Job OverviewGemini Solutions Pvt Ltd is a leading provider of innovative technology solutions. We are currently seeking an experienced Dynatrace Technical Support Specialist to join our team.About the RoleThis is a unique opportunity to work with a cutting-edge monitoring and performance management platform. As a Dynatrace Technical Support Specialist, you...

  • Technical Support Specialist

    2 weeks ago

    India Entrar Full time

    Job Title: ERP Support Specialist Job Summary: Our company is seeking an experienced ERP Support Specialist to provide technical support and troubleshooting assistance to users of our ERP software. The ideal candidate will possess strong problem-solving skills and have experience in ERP systems, including implementation, configuration, and...

  • Cloud Computing Technical Support Specialist

    2 days ago

    India VergeCloud Full time

    VergeCloud is a pioneering cloud and edge computing company that empowers businesses to thrive in today's digital landscape. Our cutting-edge solutions provide real-time visibility, analytics, and AI-driven operations across various industries.Position Overview:We are seeking an experienced Cloud Computing Technical Support Specialist to join our dynamic...

  • Technical Support Specialist

    6 days ago

    India Tata Consultancy Services Full time

    We are seeking a highly skilled Technical Support Specialist to join our team at Tata Consultancy Services.This is a fantastic opportunity for you to leverage your technical expertise and excellent communication skills to provide top-notch support to our clients.The ideal candidate will have a strong background in computer systems, hardware, or software,...

  • Technical Support Specialist

    3 weeks ago

    India Smirmatec Private Limited Full time € 70,000

    Job Title: Technical Customer Support Specialist Location: Remote (Work from Home) Salary: 70,000 INR (per month) Probation Period: 1-2 months (35,000 INR per month during probation.) Work Hours: 5:30 PM – 3:30 AM IST (Monday to Saturday, Night Shift - US Active Hours) Position Overview: We are seeking a highly skilled and...

  • Azure engineer- tier 2, level 1

    4 weeks ago

    India Henson Group Full time

    Job Title: Azure Engineer - Tier 2, Level 1 Department: Managed Services Work Timings: US Shifts Rotational Location: Remote - India Company Overview: The Henson Group is an award-winning Gold Certified Partner focused on deploying Microsoft technologies for U. S. and international companies. For over 15 years, Microsoft and its partners have...

  • Technical Support Specialist

    2 days ago

    India Lotus Interworks Full time

    Position: Technical Support SpecialistLocation: Remote, Flexible ScheduleJob Overview:We are seeking a skilled and detail-oriented Technical Support Specialist to join our dynamic IT support team at Lotus Interworks. As a key member of our technical team, you will be responsible for providing high-quality technical support to our clients, troubleshooting...

  • Technical Support Specialist

    4 days ago

    India Wipro Full time

    About the RoleWe are seeking a skilled Technical Support Specialist to join our team at Wipro. As a key member of our support team, you will be responsible for providing exceptional customer service and technical expertise to end-users.