Technical Support

1. Key Responsibilities

• Own and resolve technical product issues reported by customers.
• Analyse production issues, identify root causes, and provide solutions or workarounds.
• Assist customers with product configuration, troubleshooting, performance, and scalability guidance.
• Collaborate with Engineering, DevOps, and internal teams to reproduce issues, track defects, and validate fixes.

2. Mandatory Technical & Communication Skills (Non-Negotiable)

a. Communication Skills (Mandatory)

• Minimum 2+ years of experience working with international customers (North America / Europe).
• Ability to explain technical concepts in a clear, simple, and customer-friendly manner.
• Comfortable leading and participating in customer calls independently.
• Strong structured communication approach (Problem → Analysis → Solution).
• Excellent written communication skills (emails, documentation).
• Hands-on customer-facing experience (calls, demos, troubleshooting, KT sessions).
• Ability to handle customer queries independently or with minimal supervision.
• Strong understanding of customer expectations (clarity, timelines, ownership).

b. Technical Product Support Experience (Mandatory)

• Minimum 2+ years of product support experience (enterprise product – SaaS or on-prem).
• Strong problem-solving and analytical skills.
• Proven ability to troubleshoot across:
• Applications
• APIs
• Databases
• Networking
• Security layers
• Experience beyond ticket handling:
• Root Cause Analysis (RCA)
• Log investigation
• Customer-facing technical communication
• Comfortable working independently in production environments.
• Hands-on experience in:
• Troubleshooting
• API debugging
• Log analysis

3. Desired Technical Skills

a. Networking

• Strong understanding of:
• TLS & TCP handshakes
• Enterprise-grade network security concepts
• Knowledge of common ports (SMTP, DNS, SSH, Telnet)
• Hands-on Linux networking tools:
• traceroute, nslookup, ping, netcat, tcpdump
• Knowledge of:
• DNS configuration
• Load balancers (Forward Proxy / Reverse Proxy)
• TLS concepts:
• Certificates
• Public/Private Keys
• CA-signed vs Self-signed

b. SaaS & Cloud Applications

• Experience with:
• AWS (Amazon Web Services)
• GCP (Google Cloud Platform)
• Microsoft Azure
• Monitoring & logging tools:
• ELK Stack
• OpenSearch
• Grafana

c. REST API & Web Application Troubleshooting

• Strong understanding of:
• REST APIs & integrations
• JSON handling
• Hands-on with tools:
• Postman
• curl
• Troubleshooting:
• API execution & debugging
• Payload/schema mismatches
• Caching & cookies
• Browser DevTools usage:
• Status codes, methods, connection details
• HAR file collection & analysis
• Knowledge of HTTP error codes (Client-side & Server-side)

d. Java & Middleware Knowledge

• Understanding of:
• JDK, JVM, Java memory model
• Experience with application servers:
• Tomcat
• WebSphere
• WebLogic
• Skills in:
• Thread dump analysis
• Java log troubleshooting
• Log4j

e. Operating Systems (OS)

• Understanding of:
• Docker & Containers
• Hands-on experience with:
• Linux / Unix-based systems
• Basic system administration:
• User management
• File permissions
• OS-level security
• Basic performance troubleshooting