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SaaS Support Analyst

2 weeks ago

Bengaluru, Karnataka, India SymphonyAI Full time US$ 1,04,000 - US$ 1,30,878 per year

Introduction

At SymphonyAI, we are building the leading AI SaaS company for enterprise transformation across the most critical industry sectors. We provide focused AI applications designed to rapidly solve challenging business problems and deliver breakthrough insights, increasing operational efficiencies and growing revenue for customers.

Job Description
Role Overview:
As a Support Specialist, you'll handle Level 1 and 2 support, manage tickets during US nighttime hours, perform UAT and regression testing, maintain client communication, and provide weekly status reports.

Key Responsibilities:

  • Level 1 and 2 support, including:

  • Handling ticket intake during US nighttime hours

  • Validating issues, and assigning appropriate severity and priority
  • Triage tickets to resolution and document steps taken to resolve issues or questions
  • Following the escalation process with the engineering team
  • Maintaining communication and updates to clients
  • Updating the ticket with any changes to the status, severity, or state of the ticket
  • Handing off tickets to US based counterparts

  • Weekly ticket refinement and clean-up

  • UAT and Regression testing

  • Testing new releases and updates to SaaS products

  • Validating use cases and reporting back to engineering

  • Providing weekly status reports - weekly ticket summary, what happened, what are you working on, what are you blocked by, and what are you doing next

Qualifications and Skills:

  • 2-5 years of SaaS software support
  • English speak at high proficiency
  • Technical experience in managing Azure cloud deployments
  • Experience in python and java a plus

About Us
SymphonyAI is an enterprise AI company transforming the world's largest industries with packaged AI applications. SymphonyAi is at the forefront of innovation, leveraging cutting-edge artificial intelligence and machine learning technologies to transform industries and drive business growth. As a global leader in AI-powered solutions, we empower organizations to harness the full potential of data-driven insights. SymphonyAi enterprise applications rapidly deliver transformative business value across retail, CPG, financial services, manufacturing, media, IT and enterprise operations, and the public sector.

We are on a mission to build a "World Class Engineering Team" with a high-performance culture. Over 3000 talented leaders, data scientists, and other professionals incubate and build SymphonyAI Group solutions.