Senior Technical Associate (Application/Software support)

Spectra Technovision; Ahmedabad District; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Spectra Technovision is seeking a seasoned Level 2 Software Support professional in Ahmedabad to manage escalated tickets with advanced troubleshooting. You will work closely with L1 support and development teams, analyze customer issues, and deploy patches on production servers.

The role requires strong SQL/Oracle database experience, knowledge of IIS, and familiarity with ticketing tools. You will ensure customer satisfaction and contribute to product improvements through feedback.

Qualifications

• Education in computing or related field is required.
• 4+ years of software customer success/support experience.
• Strong analytical and problem-solving skills within SLA.
• Experience with databases SQL, Oracle, MS Access and troubleshooting.

Responsibilities

• Handle Level 2 technical issues and manage escalated tickets with advanced troubleshooting.
• Collaborate with L1 support and development teams to identify and resolve issues.
• Analyze and debug customer-reported issues; escalate as needed for urgent attention.
• Provide database support; write SQL queries; deploy patches on UAT and production servers.
• Educate customers on product capabilities and potential upgrades to ensure satisfaction.
• Gather feedback to aid product improvement and address recurring issues.

Skills

SQL

Oracle

MS Access

Incident Management

Problem Management

Change Management

Team leadership

SLA adherence

Customer support

Troubleshooting

CLI tools

Remote access tools

Education

BCA

BSc (Information Technology)

BSc (Computer Science)

BE / BTech Computer Science

BE / BTech IT

MCA

Tools

IIS

Ticketing tool

Job description

Role & responsibilities

Job Role

• Handling Level 2 technical issue, manage escalated tickets, with complex troubleshooting and advance technical support
• Working closely with L1 level support team and development team to identify and troubleshoot reported issues
• Analyze and debug issue that has been reported by customer.
• Identification and escalation of issues to appropriate team for urgent attention.
• Responsible for database support, troubleshooting the problems by writing SQL queries, deploy new patches on UAT and production server at IIS server
• Ensure customers remain satisfied with the product by educating them about functional capabilities and possible upgrades.
• Aid with the development and improvement of the product by gathering feedback to identify recurring issues and addressing these with the product manager.
• Maintain excellent service standards, going above and beyond to ensure customer satisfaction and retention.
• Escalate unresolved queries to respective departments for accurate redressal.

Requirements

Required Skills

• Education Qualification: Any computers degree: BCA / BSc (Information Technology) / BSc (Computer Science) / BE or BTech Computer Science / BE or BTech IT etc / MCA.
• 4+Years experience in Software - Customer Success / Support Domain.
• Strong analytical and problem solving skills within SLA
• Experience of working with various databases like SQL, Oracle & MS Access or with software implementation & ticketing tool will be an added advantage.
• Experience of MS Desktop and Servers/Services along with knowledge of IIS and their troubleshooting
• Hands on different CLI and remote access tools.
• Goodknowledge on SQL / Oracle Database - writing SQL query to troubleshoot errors
• Documentation on KB and basic training material
• Basic knowledge on Incident Management, Problem Management as well as Change Request
• Be a team member, work under pressure and can manage team upto 5 members