Technical Support Executive

Job Description

• Core Responsibilities

• Monitor application health and data pipelines, analyze anomalies, and resolve issues in real time to meet service-level expectations.    
• Own incident triage end to end: reproduce issues, collect evidence (logs/data), identify root cause, and document findings with clear, actionable detail.

• Required Technical Skills and Qualifications  

• SQL proficiency (writing queries to investigate data issues, validate outputs, and support troubleshooting).
• Hands-on experience with Microsoft SQL Server and related tooling (e.g., SSMS), including reviewing query performance at a basic level.
•  Working knowledge of web applications and troubleshooting fundamentals (HTTP basics, browser developer tools, network traces, and environment awareness).
• Experience interpreting logs and telemetry to isolate failure points and confirm resolution.
• Proficiency with ticketing/issue-tracking tools (e.g., Jira, ServiceNow) and maintaining high-quality case documentation.
• Qualifications: 2–3 years of experience in technical support/application support or a comparable customer-facing role.
•  Qualifications (preferred): familiarity with compliance, risk management, or due diligence domains.
•  Qualifications: strong written and verbal communication skills, with the ability to explain technical topics to non-technical stakeholders
• Serve as the primary point of contact for customers, providing timely updates, managing expectations, and ensuring a high-quality support experience via email and chat.
• Collaborate with Product and Engineering to translate customer-reported problems into well-defined defects/requirements and drive them through investigation, prioritization, and resolution.
• Create and maintain support documentation (runbooks, checklists, known issues, configurations) to improve consistency and reduce time to resolution.
• Perform routine operational checks using defined checklists to ensure critical workflows and client commitments are actively monitored.
• Escalate complex or high-impact incidents with complete context (impact assessment, evidence, reproduction steps) and track issues through closure.