Technical Support Specialist

3 days ago

Hubli, Karnataka, India beBeeTechnical Full time US$ 1,20,000 - US$ 1,50,000

About this role

  • This role is about monitoring, incident response, and issue resolution of enterprise-grade systems.
Key Responsibilities

We are looking for someone with a strong technical background to work effectively during off-hours and in a rotational shift model. You will be responsible for:

  • Monitoring and managing support tickets via JIRA and email
  • Troubleshooting and resolving issues across various platforms, including IBM Sterling B2B integrations and translation services, UiPath RPA workflows and orchestrations, and database systems such as SQL Server, Aurora PostgreSQL, MySQL, DynamoDB, and BigQuery
  • Meeting defined SLAs for incident response and resolution (e.g., 15-min response, 1-hour resolution)
System Monitoring & Maintenance
  • Performing regular health checks and performance monitoring of applications, integrations, and databases
  • Assisting with deployment validations, patch installations, and performance tuning as needed
  • Escalating critical issues per escalation protocols
Shift & Availability
  • Providing support coverage 4 days a week in rotational shifts, including off-hours and weekends as required
Documentation & Knowledge Sharing
  • Maintaining accurate and up-to-date incident logs
  • Creating and updating knowledge base articles, SOPs, and troubleshooting documentation
  • Contributing to knowledge transfer and onboarding of new team members
Compliance & Security
  • Ensuring all activities comply with organizational and customer security standards
  • Following access and onboarding policies based on client environment guidelines
Requirements
  • IBM Sterling B2B: In-depth experience in supporting and troubleshooting B2B integrations and translation flows
  • UiPath (RPA): Strong hands-on knowledge of bot monitoring, error handling, and RPA job management
  • Cloud & Databases:
    • Solid experience with AWS RDS, Aurora PostgreSQL, SQL Server, DynamoDB
    • Exposure to MySQL and GCP BigQuery is a strong plus
  • Incident Management: Proven track record of working under pressure and adhering to strict SLAs
  • Tools & Platforms: Experience with JIRA, ticketing systems, and monitoring tools
  • Soft Skills: Strong analytical thinking, communication, and ability to work independently with minimal supervision
Preferred Experience
  • 5–10 years of experience in production application support roles
  • Experience in multi-technology environments, with the ability to triage and resolve cross-platform issues efficiently
  • Familiarity with cloud-native monitoring and alerting tools is an advantage
What We Offer
  • Exposure to cutting-edge cloud and automation technologies
  • Opportunity to work with global teams and enterprise clients
  • Rotational flexibility and work-life balance initiatives
  • Supportive environment for continuous learning and upskilling

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