L2 Technical Support Engineer

WHO WE ARE

Sapaad (http://www.sapaad.com) is a global leader in all-in-one unified commerce platforms, dedicated to delivering world-class software solutions. Its flagship product, Sapaad, has seen tremendous success in the last decade, with thousands of customers worldwide, and many more signing on.

Driven by a team of passionate developers and designers, Sapaad is constantly innovating, introducing cutting-edge features that reshape the industry. Headquartered in Singapore, with offices across five countries, Sapaad is backed by technology veterans with deep expertise in web, mobility, and e commerce, making it a key player in the tech landscape.

THE OPPORTUNITY

We are seeking an experienced Tier 2 Application Support professional to provide multi-channel support for our suite of SaaS applications & environments.

As part of our Client Experience team, the Tier 2 Support Engineer role is key to assuring the success and satisfaction of global clients using our products. The ideal candidate will have a proven track record of researching, investigating, troubleshooting and solving customer issues, supporting Enterprise clients, have experience working with Internet Application and Database technologies. Primary support responsibilities involve our SaaS software as well as partner integrations. To be successful in this role, you should be a self starter and self-learner, possess strong customer service and technical problem solving skills; and be someone who adopts to challenges.

THE RESPONSIBILITIES

• Be primary point of contact for the Tier 1 Support team, coordinating with the Tier 3 team to drive Tier 2 issues to resolution
• Manning Tier 2 support desk for Global Support team.
• Maintain current knowledge of multiple areas of our product and its platform
• Familiarization with Sapaad’s suite of products, including third party application integration; become an internal expert on supporting, troubleshooting and investigation issues with Sapaad’s various modules
• Provide technical expertise for both key software modules for configurations and investigation
• Maintain and create documentation around technical troubleshooting and best practices
• Provide input regarding methods to increase operational efficiencies and technical product improvements
• Resolve all issues through diligent research, reproduction and troubleshooting
• Escalations and Follow up with the Application Development teams as well as specific application team on pending high priority trouble tickets
• 24×7 proactive monitoring of application logs
• Prepare and maintain Documentation, Reports, and provide follow up status on identified tasks
• On time Escalation and Reporting of alerts according to Incident Management process
• Daily / Weekly Report preparation based on the specified already agreed format and sending the same to pre-assigned set of recipients
• Sending the reports on specified time and day and informing the concerned recipients in terms of delay due to any dependencies
• Maintain, update and implement the standard escalation procedures complete with notification matrix and escalation standards
• Escalate the incidents based on the standard procedure and run down follow-up reporting per team and area, escalate incidents till closure
• Analysis of the reporting and alerts raised by various infrastructure devices, provide daily reports on alerts and work with application team to achieve zero application error
• Fine tuning of configuration to maintain performance and functionality of the monitoring solutions in place.

THE REQUIREMENTS

• Bachelor’s degree with minimum of 0 – 1 year experience in product support
• Good communicator
• Ability to use own initiative
• High attention to detail
• Self-motivated
• Ability to perform effectively when there are pressure peaks
• Flexibility