Description

You will provide technical support for OTT or e-commerce applications to end-users, customers, and internal teams.

Responsibilities

• Analyze log files, error messages, and user reports to diagnose technical issues and find root causes.
• Monitor application performance and availability to proactively address potential service disruptions.
• Log, track, and prioritize incidents to ensure resolution within defined SLAs.
• Collaborate with development teams and vendors to resolve complex incidents and manage software bugs.
• Participate in change management processes and conduct QA testing to verify fixes.
• Maintain knowledge base articles, FAQs, and troubleshooting guides for internal and external use.

Required Skills

• 4-6 years of experience in a customer support role, ideally supporting B2B Enterprise or SaaS-based applications.
• Hands-on experience troubleshooting logs using Site24x7, Datadog, New Relic, Kibana, or Grafana.
• Proficiency with ticketing tools such as Jira, Remedy, or ServiceNow.
• Experience providing 24/7 application and IT infrastructure management support to global customers.
• Ability to work 24/7 shifts, including weekends and on-call rotations.
• Bachelor’s Degree or equivalent.

Preferred Skills

• ITIL Foundation V3 or V4 certification.

Key Skills

Education

Bachelor’s Degree,