Technical Incident Specialist

2 weeks ago

Gandhinagar, Gujarat, India beBeeCustomerSupport Full time ₹ 1,50,00,000 - ₹ 2,00,00,000
Job Description

As a key member of our team, you will play a vital role in ensuring customer satisfaction by driving the investigation and resolution of production issues. This involves working closely with our Support, Engineering, and Infrastructure teams to provide timely information about product issues.

Key Responsibilities:

  • Investigate production issues raised by customers, Support, and Engineering
  • Work as a liaison between Support and Engineering to facilitate issue resolution, root cause analysis, and drive the implementation of learnings
  • Create and track progress of problem tickets in Jira
  • Create incident analysis reports with the support of Engineering teams
  • Perform log file analysis with Datadog
  • Debug basic REST API calls for investigations
  • Execute SQL database queries to provide more information for investigations
  • Create knowledge base articles in Confluence
  • Participate in security audits and prepare supporting evidence
Required Skills and Qualifications
  • At least 8 years of experience in IT (SRE, sysadmin, developer, QA, technical support, or similar)
  • University degree in a relevant field
  • Strong analytical, problem-solving, and collaboration skills
  • Basic understanding of cloud-hosted systems architecture
  • Data analysis skills - creating and interpreting dashboards to distinguish between real issues and false positives
  • Project management and documentation skills such as Jira and Confluence
  • Excellent written and verbal communication skills in English
  • Knowledge of cloud infrastructure components
  • Experience with REST APIs and tools e.g. Postman
  • Experience with application logging/monitoring tools e.g. Kibana, Datadog;
  • Experience with SQL, Linux & Network environments
  • Willingness to learn new technical skills
Benefits

This is an engineering position, not a management position. Your work will directly contribute to greater customer satisfaction by providing information about product issues in a timely manner. You will also help our Sales teams by answering technical questions about our infrastructure in customer RFPs.

Role Value

Contributing to greater customer satisfaction by providing timely information about product issues and helping our Sales teams with technical questions.

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