Technical Support Professional

14 hours ago

Karachi, Sindh, Pakistan beBee Careers Full time
Advanced Technical Support Specialist

We are seeking a skilled professional to provide in-depth technical support for complex software systems. The role involves addressing escalated issues, diagnosing intricate problems, and collaborating with development teams to resolve system bugs and implement improvements.

  1. Provide expert-level technical support for advanced software systems, handling high-priority issues from junior support staff / other teams.
  2. Conduct thorough analysis and resolution of complex software, database, and application issues.
  3. Work closely with development teams and product owners to identify, analyze, and resolve system bugs and implement enhancements.
  4. Pursue continuous learning and expansion of product and technology expertise through knowledge acquisition and skill-building activities.
  5. Monitor system performance, identify bottlenecks, and take proactive measures to ensure uptime and reliability.
  6. Document troubleshooting steps and solutions for recurring issues to facilitate knowledge sharing with junior support teams.
  7. Manage critical technical incidents, ensuring timely resolution with minimal business impact.
  8. Handle multiple complex issues simultaneously, demonstrating exceptional multitasking skills.
  9. Participate in post-incident reviews to identify root causes and prevent future incidents.
  10. Respond promptly to incident alerts and support requests.
  11. Identify and coordinate with relevant teams for incident resolution.
  12. Maintain a deep understanding of databases and assist in system upgrades, patches, and configurations.
  13. Understand APIs, log analytics tools, and related technologies.
  14. Collaborate with cross-functional teams to deliver efficient support and maintain high customer satisfaction.
  15. Ensure adherence to service level agreements for incident resolution and performance metrics.
  16. Communicate effectively, capturing and articulating technical and non-technical information clearly.
Requirements:
  • Bachelor's degree in Computer Science, Information Technology, or related field.
  • 2-3 years of experience in software or technical support, with at least 1 year in advanced support roles.
  • Strong understanding of enterprise software platforms.
  • Proficiency in troubleshooting software, databases (relational), and applications.
  • Experience with ticketing systems, incident management, and monitoring tools.
  • Excellent communication skills and ability to handle multiple tasks under pressure.
  • Strong problem-solving skills with a customer-focused approach.
Benefits:
  • Competitive compensation package
  • Professional development opportunities
  • Inclusive work culture
  • Health benefits
  • Flexibility and autonomy in work arrangements

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