Senior Technical Support Professional

22 hours ago


Pune, Maharashtra, India beBeeTroubleshooting Full time ₹ 90,00,000 - ₹ 1,20,00,000

Technical Resolution Specialist

Elevate customer satisfaction by owning and resolving complex technical issues with minimal supervision.

Key Responsibilities:

  • Independently resolve high-priority or complex customer issues with minimal supervision
  • Reproduce and analyze product defects using advanced troubleshooting techniques and tools
  • Collaborate with developers to identify root causes and drive timely resolution of defects
  • Identify trends in escalations and provide feedback to improve product quality and customer experience
  • Document investigation findings, root causes, and resolution steps clearly for both internal and external audiences
  • Contribute to knowledge base articles and process improvements to enhance team efficiency
  • Represent the escalation team in product reviews or defect triage meetings
  • Build subject matter expertise in specific products or components
  • Mentor and assist junior team members by reviewing their investigations and coaching through complex cases
  • Participate in Agile ceremonies and contribute to team planning and backlog refinement

Requirements:

  • Typically requires 36 years of technical experience in a support, development, or escalation role
  • Strong technical troubleshooting and root cause analysis skills
  • Proficient in debugging tools, logs, and test environments
  • Ability to independently manage multiple complex issues and drive them to closure
  • Experience working with cross-functional teams in a collaborative, Agile environment
  • Proficiency with relevant scripting or programming languages (e.g., Python, Bash, PowerShell, Java)


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