Technical Support Engineer

Job Title: Technical Support Engineer - L2

Location: DHA Phase-8, Lahore (on-site role)

Working Hours: Australian Time Zone

Responsible for providing Tier 2 (L2) support to our customers by researching, diagnosing, troubleshooting data issues and resolving incidents and providing support for data issues and other technical problems for our Algo platforms. This role requires excellent English verbal and written communication skills as well as the ability to work under pressure when customers are experiencing critical data issues. Tier 2 Technical System Support plays an important role as the front-line interface between our services team and the Product & Engineering teams. The primary responsibility is to provide customer support by resolving L2 data and replenishment system support incidents in accordance with applicable service level agreements.

• Advanced Troubleshooting:
  • Diagnose and resolve complex data issues between different data sources and reporting that escalate from L1 support. Fix data and application issues based on defined SOPs.
  • Analyze, provide and interpret data to identify root causes of problems.
  • Collaborate with engineering teams to resolve software bugs and data inconsistencies.
• Customer Support:
  • Provide high-level support to service team regarding data or system related inquiries and issues.
  • Communicate effectively with service team to understand their problems and provide timely resolutions.
  • Document and follow up on customer issues to ensure satisfaction.
• Data Management:
  • Oversee data imports, exports, and integrations between systems.
  • Ensure data accuracy and integrity across different platforms.
  • Perform data validation and cleansing as needed.
  • Assist in requests and starting/stopping Azure services to meet SLAs.
• System Monitoring and Maintenance:
  • Monitor inbound/outbound data feeds, job queue management and customer files. If missing then create ticket, escalate to customer parties and post once received.
  • Perform routine system checks and maintenance tasks to ensure optimal performance.
  • Update and maintain knowledge base articles and documentation related to data support.
• Collaboration and Communication:
  • Work with cross-functional teams including Development, QA, services and Product Management to address data-related issues.
  • Provide feedback and insights on data-related features and improvements.
  • Participate in meetings to discuss ongoing issues and solutions.
• Training and Knowledge Sharing:
  • Assist in training L1 support staff on advanced data troubleshooting techniques.
  • Share knowledge and best practices with the team to improve overall support capabilities.
  • Stay updated on industry trends and best practices in data management and SaaS solutions.
• Reporting and Analysis:
  • Generate data for reports on data issues, trends, and resolution metrics.
  • Analyze data to identify recurring problems and suggest preventive measures.
  • Contribute to internal documentation and process improvement initiatives.

• Education & Experience:
  • Bachelor's degree in computer science, Information Technology, or a related field, or equivalent work experience.
  • 3-5 years of experience in data support, with a strong background in SaaS supply chain applications.
• Technical Skills:
  • Advanced computer skills (SQL, Python, Power BI, Java).
  • The ability to read code and understand general coding concepts.
  • Experience with data integration tools and techniques.
  • Experience with Cloud based solutions (specifically Azure).
  • Familiarity with supply chain management concepts and software.
• Soft Skills:
  • Strong problem-solving and analytical skills.
  • Excellent communication and interpersonal abilities.
  • Ability to work independently and manage multiple priorities.
  • Strong attention to detail.