Senior Problem Resolution Specialist

1 day ago


Thiruvananthapuram, Kerala, India beBeeProblemResolution Full time ₹ 1,00,00,000 - ₹ 2,00,00,000
Job Title:

Senior Problem Resolution Specialist

Job Description:

We are seeking a skilled Senior Problem Resolution Specialist to drive the investigation and resolution of production issues in our SaaS product.

This key role will involve collaborating with cross-functional teams, utilizing strong analytical skills, and leveraging expertise in cloud infrastructure components, REST APIs, and application logging/monitoring tools to deliver timely information about product issues.

Key Responsibilities:
  • Investigate production issues raised by customers, Support, and Engineering teams
  • Work as a liaison between Support and Engineering to facilitate issue resolution, root cause analysis (RCA), and drive the implementation of learnings
  • Create and track progress of problem tickets in project management tools
  • Conduct log file analysis and debug basic REST API calls for investigations
  • Execute SQL database queries to provide more information for investigations
  • Collaborate with Engineering teams to create incident analysis reports
  • Participate in security audits and prepare supporting evidence

You will have a positive impact on the quality of our services and contribute directly to greater customer satisfaction by providing timely information about product issues. Your work will also help Sales teams by answering technical questions about our infrastructure in customer RFPs.

What We Offer:

A dynamic work environment with opportunities for growth and professional development.

If you are passionate about product quality, have extreme customer empathy, and are constantly looking to improve the quality of our services, we encourage you to apply.



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