Production Support Analyst

Kaleidofin Private Limited; Bengaluru, Chennai District; On-site; INR 600,000 - 900,000; Full time

Job summary

Kaleidofin Private Limited is seeking sharp, energetic Technical Support Engineers to help us scale across geographies and product lines for our flagship real-time financial platform. You will render first-tier email and chat support, troubleshoot issues, log tickets, document knowledge, and work with engineering to escalate complex problems while maintaining high service levels and customer satisfaction.

Experience with Linux/UNIX, databases and web servers, plus Jira or Freshdesk, will help

Qualifications

• 4 to 8 years of experience in customer support.
• Experience with Linux or UNIX administration.
• Hands-on experience managing web servers (Apache, Tomcat, JBoss).
• Hands-on database knowledge (SQL Server, MySQL, Oracle).
• Proficient with scripting or other programming languages.
• Proficient with Excel.
• Experience with Jira or Freshdesk.
• Willingness to work shifts / on call.
• Excellent verbal and written communication.
• Industry knowledge in Financial Services is desirable.
• Bachelor's degree or equivalent.

Responsibilities

• Render exceptional first-tier email/chat support for efficient resolution of technology and functional problems across products.
• Take ownership of user problems and be proactive when dealing with user issues.
• Follow an established set of processes while handling support requests and properly escalating to internal teams.
• Report any issue that may significantly impact the business.
• Ensure all calls are logged in the ticketing logging system & every activity is updated.
• Ensure users and management are notified during downtimes with complete information.
• Identify and learn more about the software and hardware used/ supported by the organisation.
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues.
• Prepare accurate and timely reports.
• Document knowledge in the form of knowledge base tech notes and articles.
• The candidate will be suitably well-versed with the appropriate information security responsibilities for the role and is responsible for adhering to them.

Skills

Customer support

Linux/UNIX administration

Problem solving

Execution focus

Excel

Scripting languages

Communication

Education

Bachelor's degree or equivalent

Tools

Jira

Freshdesk

Apache

Tomcat

JBoss

SQL Server

MySQL

Oracle

Job description

We are seeking sharp, energetic Technical Support Engineers to help us keep pace with our expansion across geographies and in different product lines. You'll be a core member of a specialist team that is passionate about rendering support to our flagship real-time product.

Responsibilities

• Render exceptional first-tier email/chat support for efficient resolution of technology and functional problems across products.
• Take ownership of user problems and be proactive when dealing with user issues.
• Follow an established set of processes while handling support requests and properly escalating to internal teams.
• Report any issue that may significantly impact the business.
• Ensure all calls are logged in the ticketing logging system & every activity is updated.
• Ensure users and management are notified during downtimes with complete information.
• Identify and learn more about the software and hardware used/ supported by the organisation.
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues.
• Prepare accurate and timely reports.
• Document knowledge in the form of knowledge base tech notes and articles.
• The candidate will be suitably well-versed with the appropriate information security responsibilities for the role and is responsible for adhering to them.

Requirements

• 4 to 8 years of experience.
• Experience in Customer Support with an enterprise software organisation.
• Experience with Linux or UNIX administration(Clustering, High Availability, Load Balancing).
• Hands-on experience in managing web servers (Apache, Tomcat, JBoss).
• Hands-on database (SQL Server, MySQL, Oracle) operational knowledge.
• Proficient with Scripting or other programming languages.
• Proficient with Excel.
• Hands-on experience with ticketing tools (Jira / Freshdesk).
• Readiness to work shifts and/ or be on call and/ or put in extra hours for task closure.
• Excellent verbal, written, presentation and interpersonal communication skills.
• Ability to make complex technical matters easy-to-comprehend for non-technical persons.
• Highly driven individual with an execution focus and a strong sense of urgency.
• High level of enthusiasm about helping and serving clients, strong customer and solution- oriented personality.
• Experience in the Financial Services industry or Banking applications is desirable, but optional.
• Bachelor's degree or equivalent combination of education is preferred.