Job Description

Location : Remote

Duties and Responsibilities

Duties

▪ Investigate and resolve customer-reported issues by collaborating cross-functionally with Quality Assurance, Engineering, Application Development, and Product teams.
▪ Systematically collect relevant data to conduct effective root cause analysis of reported incidents.
▪ Contribute to the Internal and External knowledge base by documenting key findings and resolutions.
▪ Manage the full lifecycle of support tickets, including timely communication and status updates to clients.
▪ Ensure all response and resolution times align with agreed-upon in the Service Level Agreements (SLA’s)
▪ Participate in shared support coverage as part of a rotating schedule.

Qualifications and Experience

Attributes Background in SAP (especially in hybrid technical / functional roles) is a significant advantage when working with enterprise clients. Hands-on experience with support and collaboration tools such as Zendesk, JIRA, Confluence, GitHub (or similar), and Google Workspace. Experience working with business intelligence tools and Python for data analysis or automation

Qualifications and Experience

▪ 7+ years of relevant professional experience
▪ Degree in a Technical field (or equivalent hands-on expertise)
▪ Strong experience writing complex SQL queries and analysing database performance
▪ Proven ability in log interpretation and troubleshooting in Unix-based environments.
▪ Familiarity with authentication protocols (e.g., SSO) and experience with RESTful API’s.
▪ Solid understanding of data integration, warehousing, and BI concepts.
▪ Exposure to application server environments and their configuration.
▪ A passion for getting to the bottom of technical issues and designing long-term solutions.
▪ Strong communicator with a customer-first mentality and a positive, team-driven approach.