Technical Support Analyst

Who: You! And the rest of the Customer Experience department their cross-functional partners What: An Technical Support Analyst position title and an outstanding Problem-solving Collaboration skills When: ASAP! We are looking to hire and onboard a new hire as soon as we find the right person for the job. Exciting work awaits! Where: Hybrid: Our office hub location of PuneMumbaiBangalore you will be required to be in office 1+ days per week in alignment with our office work policy The day-to-day: Work within the Support team to resolve complex issues and escalations from Tier 1 team. Identify customers needs, research each issue, provide solutions, and ensure the customer s needs have been completely met. Provide technical support to strategic Spotnana customers and partners, who range from experienced developers to non-technical executives. Determine root cause of bugs, failures, and issues. Deliver analysis to leadership and engineering, as needed Develop proposed solutions, incorporating technical and client needs, to submit to product and engineering Translate and distill complex technical analyses into customer-friendly explanations Perform technical collaboration with our engineering team for further troubleshooting, bug fixes, or workarounds, as necessary Work side-by-side with Customer Success Managers and Travel Operations to ensure a high-level of customer satisfaction. Help to maintain process documentation and help center content as needed Assist the Customer Support Manager and other Customer Success leaders on project level deliverables Skills qualities we value: High level of English proficiency 5+ years of experience in a customer-facing support function. Need to have extensive troubleshooting, debugging and investigation skills Experienced in at least one programming language, preferably have solid knowledge about web technologies like HTMLCSS. Experience troubleshooting issues related to, for example, SSO, user provisioning via SFTP and API, and systems integrations. Ideally have already gained experience with database systems or SQL. Experience using Kibana or similar to interpret real-time application monitoring and alerting based on various metrics and logs, including using log data to troubleshoot issues. Experience with major Cloud Platforms such as AWS. Goal-oriented, independent and structured approach to the analysis and solution of complex problems in virtual and cloud-based environments. Must be customer service oriented empathetic, responsive, patient, and conscientious. Excellent interpersonal skills and the ability to build relationships with the team and with customers Familiarity with corporate travel management solutions andor related back-end systems like Sabre is preferred. Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.