Senior Support Executive

1 week ago

Chennai Surat, India Fynxt Full time ₹ 4,00,000 - ₹ 8,00,000 per year

We are seeking an experienced Senior Support Executive to lead client support operations who can communicate with customers and internal stakeholders with regards to support and maintenance incidents. Work closely with internal teams, clients and their vendors to be part of scheduled and preventive maintenance plans. Prepare internal and client response communication (email, chat etc.) templates. Keeping a record of client's quires.

Key Responsibilities

1. Client Support & Incident Management

  • Act as the primary escalation point for production issues and complex incidents.
  • Ensure SLA compliance with structured triage, root cause analysis, and timely resolution.
  • Collaborate with clients, internal teams, and vendors to address technical challenges.
  • Maintain detailed incident logs, RCA reports, and preventive action documentation.

2. System Monitoring & Preventive Maintenance

  • Proactively monitor system health, database performance, and application uptime.
  • Participate in maintenance windows, version upgrades, and patch deployments.
  • Implement monitoring alerts and recommend preventive measures to minimize downtime.

3. Documentation & Knowledge Base Management

  • Create SOPs, troubleshooting playbooks, and user self-help guides.
  • Maintain internal documentation repositories and update solution databases regularly.
  • Mentor junior team members and lead knowledge-sharing sessions.

Good to have Skills & Competencies

  • Strong analytical, troubleshooting, and problem-solving abilities.
  • Excellent command of English (written and verbal) for client communication.
  • Ability to handle pressure, prioritization, and critical incident management.
  • Leadership mindset with the ability to train and guide support engineers.

Technical Expertise

  • Database Management: SQL Server / Oracle query optimization, data validation, stored procedures.
  • Server Administration: Windows Server, IIS, and web application deployment.
  • Networking Basics: DNS, SSL, TCP/IP, firewalls, and load balancers.
  • Cloud Awareness: Basic exposure to Azure / AWS environments.

Tools & Technologies (Preferred Experience)

Support & Monitoring Platforms

  • JIRA / Zendesk / Freshdesk / ServiceNow for issue tracking and SLA management.

Development & Deployment Tools

  • Git / Bitbucket / Azure DevOps version control and deployment coordination.

Database & Server Tools

  • Windows Server Manager / IIS Manager configuration and troubleshooting.

Remote Access & Diagnostics

  • AnyDesk / TeamViewer / RDP for remote troubleshooting and client environment support.

Preferred Background

  • Prior experience in FinTech, Brokerage, or SaaS-based platforms.
  • Exposure to client onboarding systems, payment gateways, or trade lifecycle platforms

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