Support Engineer – L1

Clari5 - A Perfios Company; Mumbai; On-site; INR 480,000 - 640,000; Full time

Job summary

Clari5 is seeking a Support Engineer – L1 in Mumbai to provide first-line assistance for our enterprise software suite, handling customer issues via phone and email, and ensuring rapid resolution.

You will work with Linux/UNIX, manage web servers, and coordinate with cross-functional teams, with a readiness to work shifts and possibly travel.

Qualifications

• Experience in customer support with an enterprise software organization.
• Experience with Linux or UNIX administration (Clustering, High Availability, Load Balancing, etc.).
• Hands-on experience in managing web servers (Apache, Tomcat, JBoss).
• Elementary database knowledge (SQL Server, MySQL, Oracle).
• Proficient with scripting or other programming languages.
• Hands-on experience on ticketing tools (Jira / Freshdesk).
• Readiness to work shifts and/or be on call and/or put in extra hours for task closure.

Responsibilities

• Render exceptional first-tier phone/email support for efficient resolution of technology and functional problems across all products.
• Take ownership of user problems and be proactive when dealing with user issues.
• Follow an established set of processes while handling support requests. Report any issue that may significantly impact the business.
• Follow standard procedures for proper escalation of unresolved issues to appropriate internal teams.
• 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 organization.
• 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.

Skills

Customer support

Communication

Problem solving

Time management

Education

Bachelors degree

Tools

Jira

Freshdesk

Apache

Tomcat

JBoss

SQL

Job description

About Clari5

Clari5 is a technology company that specializes in providing real-time intelligence and analytics solutions primarily for the banking and financial services sector. They use AI & ML to help organizations detect and prevent fraud, enhance customer engagement, and improve operational efficiency.

About Clari5

Clari5 is a technology company that specializes in providing real-time intelligence and analytics solutions primarily for the banking and financial services sector. They use AI & ML to help organizations detect and prevent fraud, enhance customer engagement, and improve operational efficiency.

Key Features And Functionalities Of Clari5’s Offerings Include

• Fraud Detection and Prevention: Clari5’s solutions use advanced algorithms to analyze transactions and user behavior in real time, identifying suspicious activities that may indicate fraudulent behavior.


• Customer Engagement: The platform helps banks and financial institutions understand customer behavior and preferences, enabling personalized product offerings and improving overall customer experience.


• Risk Management: Clari5 aids organizations in assessing and managing various risks, including credit and operational risks, by providing insights based on historical data and trends.


• Operational Efficiency: By automating repetitive tasks and streamlining processes, Clari5 helps organizations reduce costs and enhance productivity.


• Real-time Analytics: Clari5 provides real-time insights and analytics, allowing banks and financial institutions to make data-driven decisions promptly.

Overall, Clari5 aims to empower businesses in the financial sector by providing them with the analytical tools and intelligence needed to thrive in a competitive and rapidly changing Environment.

Role: Support Engineer – L1

Exp: 2- 4 yrs

• Experience in Customer Support with an enterprise software organization.


• Experience with Linux or UNIX administration (Clustering, High Availability, Load Balancing, etc.).


• Hands-on experience in managing web servers (Apache, Tomcat, JBoss).


• Elementary database (SQL Server, MySQL, Oracle) operational knowledge.


• Proficient with Scripting or other programming languages.


• Hands-on experience on 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.


• Fast learner who can pick up new technologies.


• Capable of working with a cross-functional team to solve business and technical problems.


• 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.


• Ability and willingness to travel, if required.

Role & Responsibilities

• Render exceptional first-tier phone/email support for efficient resolution of technology and functional problems across all products.


• Take ownership of user problems and be proactive when dealing with user issues.


• Follow an established set of processes while handling support requests. Report any issue that may significantly impact the business.


• Follow standard procedures for proper escalation of unresolved issues to appropriate internal teams.


• 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 organization.


• 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.

Additional / Preferred Skills

• Should be flexible with rotational Shifts.


• Exposure at client sites is desirable.


• Experience in the Financial Service industry or Banking applications is desirable.

Your Education / Qualification

• Bachelor’s degree or equivalent combination of education and experience.