Technical Support Engineer 2

2 days ago

Bengaluru, Karnataka, India Perfios Software Solutions Full time US$ 90,000 - US$ 1,20,000 per year

The ideal candidate will manage seamless client integrations with Anumati, from connectivity setup to UAT sign-off.

They will deliver prompt, high-quality technical support, resolving issues through log/database analysis and troubleshooting.

They will ensure SLAs are met, even during peak demand, while proactively monitoring application performance.

What you'll do:

  • Manage daily customer queries with high-quality, timely responses.

  • Provide L1 support for Anumati backend, frontend, and related applications.

  • Collaborate with clients to integrate their applications with Anumati, including connectivity setup, test data creation, UAT execution, and sign-off.
  • Create knowledge repositories, weekly SLA/productivity reports, and process improvements.
  • Oversee daily technical support operations and administrative tasks.
  • Analyze logs, databases, and system alerts to resolve customer issues and proactively prevent failures.
  • Work with Development & Engineering teams to research complex issues and deliver permanent fixes.
  • Maintain end-user satisfaction through empathy, clear communication, and proactive advocacy.

  • Collaborate with internal teams (QA, DevOps, Engineering) to address recurring issues.

  • Handle daily customer queries with timely, high-quality responses.

  • Provide technical query resolution, log/database analysis, and proactive issue prevention.
  • Ensure SLAs are met during peak demand and manage daily product support operations.
  • Work with Development/Engineering to research complex issues and implement permanent fixes.
  • Maintain end-user satisfaction through empathy, clear communication, and issue advocacy.
  • Troubleshoot, log incidents, escalate issues to L2/L3 with complete details.
  • Monitor system health, follow SOPs, maintain knowledge base.
  • Suggest improvements to product usability, documentation, and support processes.

What you'll need:

Education: BE/B.Tech in Software Engineering (or equivalent).

Experience: 3 - 5 years in a L1technical/product support role.

Technical Skills:

  • Basic understanding of APIs and web applications.
  • Experience with ELK stack, Grafana, and other log analysis tools.
  • Proficient in BI/reporting tools like Google Analytics, Redash, Superset, Tableau, Power BI.
  • Working knowledge of application logs, relational databases, and SQL queries.

Soft Skills:

  • Excellent written & verbal communication.
  • Ability to work independently and adapt in a fast-paced environment.
  • Strong problem-solving, prioritization, and relationship-building skills.
  • Understanding of financial markets/banking industry is an advantage

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