Technical Support Engineer, Support Analyst

5 hours ago

Hyderabad, Telangana, India Sutherland Full time

Hi Folks,

We are urgently hiring for the below positions

L1/L2 Support Analyst Managed Services (Everest CMS Platform)

Role Overview

The L1/L2 Support Analyst will provide Tier-1 front-line support for a custom-built Everest PHP/LAMP CMS platform used by US-based automotive franchise dealerships. This is a low-complexity, high-volume support role focused on timely response, accuracy, customer service, and working within established templates and tools. The role requires CST coverage (9 AM5 PM CST) with some resources supporting until 7 PM CST.

Key Responsibilities

1. Ticket Handling (Tier 1 Support 95% Everest Website Platform)

  • Respond to and resolve incoming HubSpot tickets within 23 hours (maximum 24 hours).
  • Perform basic content updates (homepage banners, imagery, copy changes).
  • Execute CSS changes (button color, spacing, style adjustments).
  • Make HTML/CSS updates outside of CMS controls when needed.
  • Use the internal Gearbox interface for configuration changes and plug-and-play integrations.
  • Perform minimal PHP edits (non-core, non-global code) within controlled interface boundaries.
  • Manage user access, role setup, and permissions.
  • Support third-party integrations using standardized templates.

2. Work Execution

  • Perform ~50% tasks through point-and-click dashboard/Gearbox interface.
  • Perform ~50% tasks via HTML/CSS file edits.
  • Validate changes using the non-live test environment with feature flags or query parameters.
  • Follow established SOPs, templates, and checklists.

3. Quality & Documentation

  • Document steps taken in HubSpot and maintain client history logs.
  • Flag red clients or repeat issues per operational guidelines.
  • Maintain accuracy and consistency across multiple brand templates (6 template types).

Required Skills & Qualifications

Technical Skills

  • Basic understanding of HTML & CSS (mandatory for editing templates).
  • Exposure to PHP (reading or making small safe edits; no advanced coding needed).
  • Familiarity with CMS interfaces (any platform) and basic website concepts.
  • Ability to work with dashboards, forms, and configuration screens.

Soft Skills

  • Strong attention to detailpixel-level accuracy for dealer websites.
  • Ability to follow structured SOPs without deviation.
  • Good written English for ticket communication with US clients.
  • Customer-centric approach and ability to handle repetitive tasks with consistency.

Experience

  • 2 8 years experience in technical support or website content management.

Work Model

  • Fully remote, company-provided equipment.
  • CST shift (core hours 9 AM–5 PM CST; some roles until 7 PM CST).
  • Must work from India (US-approved region).
  • VPN access required; secure environment mandatory.

Success Criteria

  • Consistently meets response SLA (2–3 hrs).
  • High accuracy in content and styling updates.
  • Low escalation rate to L2/L3.
  • Strong reliability for CST timezone coverage.

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