Information Technology
Full-Time
MindTickle Interactive Media Pvt Ltd.
Overview
Responsibilities
- Participating in escalation management and product support practice development activities.
- Diagnose and resolve day-to-day technical support issues.
- Escalate issues to leads where necessary.
- Responsible for assuring the appropriate use of deployments in all locations.
- Provide remote support to users in other regions when issues are escalated as P1
- Adhere and actively work to maintain standards.
- Provide effective basic user training and Key user inductions.
- Monitor and perform health checks on deployments and equipment for all locations on a periodic basis.
- Responsible for logging and tracking defects that have been identified and escalating them to the corresponding software engineering leads.
- Reporting faults and maintaining records on server and site outages.
- Submit weekly reports to the Regional/global team for highlighted issues affecting deployments within the region.
- Assuring governance compliance.
- Prepare documents, meeting materials, and correspondence.
- Perform basic administrative support duties as required to meet specific operational objectives.
- Assist with daily on-call support as and when required or as assigned by the Regional/global development team.
- Work extra hours to meet deadlines, as required and where reasonable.
- Ensure that a high level of customer service and support is provided to all stakeholders and deployment :
- BE/BTech with a minimum of 2+ years of experience.
- Extensive knowledge of computer hardware systems.
- Experience with system installation, configuration, and analysis.
- Extensive experience working with Linux OS (Ubuntu).
- Experience installing and configuring computer systems and applications for a large company.
- Good knowledge of shell scripting.
- Knowledge of Python programming to write simple scripts is desirable.
- Self-motivated, proactive, and problem-solving aptitude.
- Build and maintain real-time dashboards for key metrics: CSAT, SLA adherence, resolution time, ticket deflection, etc.
- Partner cross-functionally with Product, Engineering, and Customer Success to influence roadmap and resolve root causes.
- Champion the voice of the customer internally and close the loop with actionable feedback.
- Promote knowledge sharing through documentation, postmortems, and internal forums to scale expertise and reduce time to resolution.
- Drive continuous upskilling through training and career development programs.
- Deep understanding of modern SaaS architecture, cloud-native infrastructure (AWS), APIs and webhook frameworks, SSO and authentication protocols (OAuth, SAML), 3rd Party Integrations, enterprise data platforms, and analytics ecosystems.
- Able to engage confidently with Engineering and Product teams in root cause investigations, and platform escalations.
- Brings the ability to translate complex technical concepts into clear Excellence :
- Experience with tools like Salesforce, Freshworks, OData, and Reporting/BI Tools.
- Familiarity with ITIL, CS Ops frameworks, and AI-based support models is a plus; experience in scaling metrics, dashboards, and support processe
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