IN-Sr Support Engineer 1

VettedBench; India; On-site; INR 600,000 - 1,200,000; Full time

Job summary

VettedBench is seeking a customer support specialist to provide excellent experience and proactive solution support for Tier 2 customers. You will own the customer solution, monitor application health, adhere to SLAs, and collaborate across teams to drive service quality and knowledge base improvements.

The role requires strong communication, teamwork, and a willingness to work 24x7 shifts when needed, with growing competencies in Azure and SaaS tooling.

Qualifications

• Customer experience and solution support ownership for Tier 2 customers.
• Ability to resolve moderate complexity cases with end-to-end ownership.
• Proactive monitoring of application health using monitoring tools.
• Commitment to SLA/SLO adherence and quality practices.
• Ability to work in shifts and provide 24x7 support when required.
• Develops knowledge articles and drives operational improvements.

Responsibilities

• Deliver excellent customer experience by resolving solution cases of moderate complexity.
• Own customer solution for Tier 2 customers and maintain high customer satisfaction.
• Engage in health monitoring and case quality training.
• Identify early incident detection opportunities and resolution paths.
• Collaborate with teams and partners; mentor junior members in communication.
• Work to improve service quality and efficiency through automation/KA documentation.

Skills

Customer support

Communication

Collaboration

Product knowledge

Azure knowledge

SLA adherence

Monitoring

Knowledge articles

OOH support

Problem solving

Tools

AppDynamics

Splunk

Mulesoft

SQL

Oracle

API troubleshooting

Job description

This position is required to:

• provide excellent customer experience and solution support to The team customers with ownership, proactive and innovative approach
• Own Tier 2 solution as required, enhance solution stability and service quality eventually enabling increase in customer consumption and adoption of the service
• passionately collaborates and engages within and beyond his/her team with empathy
• builds and demonstrates moderate competency in product and domain, Azure & relevant tools and technologies, solution architecture etc.
• consistently demonstrates customer centricity and relentless attitude to innovate through team work
• add value by developing knowledge article as well as working on operational improvements

a) Excellent customer experience and solution support to The team Customers with innovative approach

• Delivers excellent customer experience by resolving solution cases (both customer and system created) mostly of moderate complexity.
• Owns customer solution for Tier 2 customers. Consistently achieves high customer satisfaction by displaying end-to-end ownership, engagement and pro-activeness.
• Actively engages in application health monitoring using M&D tools
• Attends case quality training and ensures adherence to SLA/SLO and quality practices
• Identifies and implements opportunities for early detection and resolution of incidents
• Proactively seeks guidance, strives and commits to improve service quality
• Expected to work in shifts and provide OOH support to facilitate 24x7 customer support

b) Communication and Collaboration

• Communicates (verbal and written) effectively with the customers. Support junior team members in achieving effective communication
• Collaborates relentlessly, passionately and respectfully with various The team teams and partners
• Leads by example demonstrating professionalism during internal and external conversations. Understands cultural differences and diversity.
• Balances between Soft skills (process, people, values, teamwork, roles) and hard skills (technologies, frameworks, solutions, products)

c) Competency development and demonstration

• Technical:

i. Demonstrates moderate expertise as required to support concerned solution, for e.g.,

• DBMS (ex: SQL, Oracle) for application support; writing, reviewing and improving queries, procedures etc.
• Code debugging in relevant programming languages
• Platform support engineering (ex: API and/or Mulesoft integration troubleshooting)
• Troubleshooting Mobile application issues

ii. Demonstrates moderate expertise in contemporary SaaS technical toolsets like AppDynamics, Splunk etc.:

• to monitor application health and investigate application issues.
• to analyze trends and draw conclusions to reduce/eliminate recurring/high impacting issues

• Product and Domain:

i. Develops moderate knowledge of product features and functionalities

ii. Possesses basic knowledge of relevant industry domain and business processes of the customers

iii. Demonstrates basic capability to have interactions related to business process impact and work-arounds with customers during issue resolution

iv. Understands SAAS consumption, adoption and business value KPIs related to respective solution

• Solution Architecture:

Possesses appropriate combination of one or more following skills, as required for concerned solution.

i. Decent understanding of solution architecture relevant for concerned solution, for e.g.,

• Multiple layers of solution architecture including Client-Server and database, Load Balancers, Middleware
• Integration with external devices/systems, data flows
• Identity and Access Management (ex: Native, OAUTH, SSO etc.)

ii. Decent skills on architecture framework, tools and technologies relevant for concerned solution, for e.g.,

• Webservers (ex: IIS, Tomcat)
• Operating System framework and relevant scripting languages (ex: PowerShell, Batch scripting, vb scripting etc.)
• Architecture framework (ex: ASP.Net, Java)
• Tools to analyze server and application logs and dumps (ex: Wireshark, PERFMON, PerfView, Event viewer etc.)

iii. Decent understanding of Azure technologies relevant for concerned solution, for e.g.,

• Native SAAS or containerized ap

plications, Kubernetes

• Azure deployment models (ex: serverless / PAAS, scaleset, ASR)

• Azure automations and CI CD pipeline - GitHub, Jenkins

iv. Moderate capability in cloud operational activities as per the requirements of concerned solution, for e.g.,

• Deployment and troubleshooting issues related to deployment
• Troubleshooting, fixing and preventing application availability issues
• Application health monitoring
• Developing automations (Python, Cycle, RPA etc.)

v. Moderate capability in Application Performance Engineering skills as required for concerned solution, for e.g.,

• DB health analysis (statistics, fragmentation, query execution plan, indexes)
• Executes prescribed KPI-based proactive performance review

Behavioral:

i. Exhibits service mindset by consistently displaying customer centricity and ownership

ii. Seeks regular performance feedback and works on self-development opportunities to achieve a holistic personal and professional development

iii. Pro-actively identifies learning opportunities and career path

d) Value Addition and Continuous Improvement

• Consistent Top Contributor to Knowledge Centered Support (KCS) by:

i. creating high quality articles independently and help others increase usage/creation

ii. leveraging existing articles to provide faster resolution to solution issues

• Identifies opportunities for operational improvements (ex: automation, process improvements etc.)

i. Improves process to enable continuous improvement.

ii. Make manual procedures lean or automate them to improve operational efficiency

iii. Implementing new methodologies to increase process efficiencies and ROI

**Our Values**

If you want to know the heart of