Technical Support Specialist

5 days ago

Dombivli, Maharashtra, India beBeeSupport Full time ₹ 12,00,000 - ₹ 25,00,000
Job Description

We are seeking an experienced and proactive Support Engineer to join our team. In this role, you will be responsible for monitoring, incident response, and issue resolution of enterprise-grade systems including B2B integrations, RPA workflows, and cloud-native database platforms.

The ideal candidate will have a strong technical background, excellent problem-solving skills, and the ability to work effectively during off-hours and in a rotational shift model.

  • Monitor and manage support tickets via JIRA and email.
  • Troubleshoot and resolve issues across B2B integrations and translation services, RPA workflows and orchestrations, and database systems: SQL Server, PostgreSQL, MySQL, DynamoDB, and BigQuery.
  • Meet defined SLAs for incident response and resolution (e.g., 15-min response, 1-hour resolution).
Key Responsibilities
  • Production Support & Incident Management:
    • Perform regular health checks and performance monitoring of applications, integrations, and databases.
    • Assist with deployment validations, patch installations, and performance tuning as needed.
    • Proactively escalate critical issues per escalation protocols.
  • Shift & Availability:
    • Provide support coverage 4 days a week in rotational shifts, including off-hours and weekends as required.
  • Documentation & Knowledge Sharing:
    • Maintain accurate and up-to-date incident logs.
    • Create and update knowledge base articles, SOPs, and troubleshooting documentation.
    • Contribute to knowledge transfer and onboarding of new team members.
  • Compliance & Security:
    • Ensure all activities comply with organizational and customer security standards (HIPAA, GDPR, ISO 27001).
    • Follow access and onboarding policies based on client environment guidelines.

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