Technical Support Analyst

Technical Support Analyst - SaaS Operations & Observability

Company: Pixel Mind IT Solutions
Employment Type: Full-Time
Experience: 6 months to 1 year

Job Overview:
We are looking for a Technical Support Analyst to support clients using Gymnagos SaaS platform and help monitor the health of its production services. The role handles client emails and support requests, investigates application and deployment-related issues, provides clear updates based on verified findings, and escalates actionable evidence to the Development and Operations teams.

The analyst will also monitor domain and access-control event processing and review server alert emails and observability dashboards. This role is responsible for timely triage and communication; production changes and recovery actions are handled by authorized engineering or operations personnel.

Key Responsibilities

• Respond to client emails and support requests promptly, professionally, and in clear English.
• Understand the clients reported issue, identify affected users and workflows, ask focused follow-up questions, and keep the client updated through resolution.
• Investigate issues involving memberships, payments, billing, attendance, bookings, POS, inventory, invoicing, reports, and access-control synchronization.
• Reproduce reported problems where possible and record the steps, timestamps, affected workflow, observed result, expected result, and relevant error messages.
• Classify and prioritize incidents by customer impact and urgency; escalate service outages, data-integrity concerns, payment or invoicing issues, and access-control incidents promptly.
• Send the Development or Operations team concise incident reports with relevant logs, alert details, timestamps, service or queue names, and trace/correlation references where available.
• Communicate only confirmed findings to clients; avoid guessing at root cause or promising unapproved timelines.
• Follow incidents through investigation, engineering response, client updates, confirmation of recovery, and support-ticket closure.

Event Pipeline Monitoring

• Monitor the platforms event-monitoring screen for domain outbox and access outbox events, including dead-letter, pending, and long-running processing items.
• Identify patterns in event status, age, provider, command or event type, and error information; distinguish an isolated failed event from a broader queue, worker, provider, or deployment issue.
• For access events, understand the potential customer impact of Clue or Biostar synchronization delays, circuit-breaker openings, and projection failures.
• Compare screen findings with the Outbox Health, Access Control Health, BullMQ, and relevant service dashboards.
• Escalate DLQ events, repeated failures, growing backlogs, and suspected stuck processing with evidence

Server Alerts and Observability

• Review server alert emails and triage alerts by severity and customer impact.
• Use the approved Grafana dashboards and logs to investigate API and worker availability, container restarts, CPU and memory pressure, disk capacity, Redis health, BullMQ queues, scheduled jobs, domain/access outbox processing, Clue, and ZATCA service health.
• Use logs and distributed traces to correlate a reported incident across the API, workers, and integration services.
• Recognize alerts about dead jobs, pollers, event lag, DLQ failures, access-control circuits, missed scheduled jobs, infrastructure capacity, and monitoring-pipeline health.
• Record whether an alert is firing or resolved, the affected service or queue, what was checked, customer impact, and the escalation or next action.
• Follow the monitoring and incident runbooks. Report suspected alert-delivery or observability-stack issues rather than changing alert rules or notification configuration.

Deployment Support

• Support authorized deployment windows by observing service health before and after the rollout and reporting anomalies to the responsible team.
• Verify post-deployment health indicators using approved dashboards and runbooks, and communicate any customer impact.

Technical Skills and Requirements

• 6 months to 1 year of experience in technical support, application support, SaaS support, or IT support.
• Basic understanding of SaaS applications, web applications, APIs, HTTP status codes, JSON, and client-server architecture.
• Basic Linux command-line skills and familiarity with Docker-based services, processes, logs, ports, and service health is added advantage.
• Familiarity with dashboards and monitoring concepts; experience with Grafana, Prometheus, log search, or distributed tracing is added advantage.
• Understanding of queues and event-processing concepts, including pending, processing, failed, and dead-letter states; training on Products event flows will be provided.
• Basic read-only database investigation skills; no production data changes are expected as part of this role.
• Strong analytical thinking, written documentation, customer communication, prioritization, and follow-through.
• Ability to coordinate clearly with clients, QA, Development, and Operations teams.

Success in This Role

• Client requests receive timely acknowledgements and accurate progress updates.
• Incidents are escalated with enough evidence for the responsible team to investigate efficiently.
• DLQ events, aging backlogs, recurring failures, and server alerts are noticed and reported promptly.
• Support records clearly show the impact, investigation performed, owner, next step, and resolution confirmation.