Technical Support Analyst 2

Company Overview
Outsourced is a leading ISO certified India & Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1000 talented professionals.

Technical Support Analyst (L2) - Customer Support and Experience Team
Location:
Ahmedabad | Bangalore
Shift Timing:
8am IST
About The Role
As a Level 2 Technical Support Analyst, you'll provide advanced technical assistance to customers, resolving complex issues efficiently and ensuring an exceptional support experience. You'll be a vital bridge between our customers and our technical teams, ensuring communication is clear, consistent, and solution-oriented.

Key Responsibilities
Customer Support & Problem Resolution
Communicate clearly and proactively with customers to ensure satisfaction and transparency throughout the issue resolution process.

• Provide multi-channel support via email, chat, phone, and video (Google Meet, Zoom, etc.).
• Diagnose and troubleshoot advanced issues related to software and infrastructure.
• Handle escalations and ensure timely resolution according to SLAs (24 hours for standard issues, 72 hours for complex ones).
• Educate customers on best practices and product features for self-resolution.
• Maintain a high Customer Satisfaction (CSAT) score of 95% or above.

Documentation & Communication

• Create and maintain detailed documentation, including troubleshooting guides and knowledge base articles.
• Translate technical concepts into simple, user-friendly explanations.
• Demonstrate strong attention to detail and proactive customer engagement.

Collaboration & Escalation

• Partner closely with cross-functional teams—development, QA, product management, and customer success—to resolve customer concerns.
• Escalate complex issues appropriately and follow through to ensure resolution.

Technical Analysis & Solutions

• Use diagnostic tools (Datadog, Grafana, SQL databases, etc.) to identify root causes and implement effective solutions.
• Analyze logs, configurations, and system performance to maintain reliability.
• Assist with software configuration, installation, and setup to optimize customer experience.

What We're Looking For

• 5+ years of customer support experience (with 3+ years in a technical support role).
• 1+ year in software development or 2+ years as a network administrator.
• Strong analytical and troubleshooting skills.
• Proficiency in Linux (server-level), SSH, and terminal commands.
• Experience with Python, Shell scripting, and SQL (2+ years).
• Knowledge of Docker, deployment processes, and familiarity with AI inference or fine-tuning is a plus.
• Excellent communication skills—both written and verbal.

What we Offer

• Health Insurance: We provide medical coverage up to 20 lakh per annum, which covers you, your spouse, and a set of parents. This is available after one month of successful engagement.
• Professional Development: You'll have access to a monthly upskill allowance of ₹5000 for continued education and certifications to support your career growth.
• Leave Policy: Vacation Leave (VL): 10 days per year, available after probation. You can carry over or encash up to 5 unused days.
• Casual Leave (CL): 8 days per year for personal needs or emergencies, available from day one.
• Sick Leave: 12 days per year, available after probation.
• Flexible Work Hours or Remote Work Opportunities - Depending on the role and project.
• Outsourced Benefits such as Paternity Leave, Maternity Leave, etc.