Technical Support Analyst
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Summary
Technical Support Analyst on Spotnana's Support team in Bengaluru, resolving complex customer escalations and root-causing bugs for its corporate travel platform, then translating findings for customers and engineering. Core tech involves SQL, Kibana log monitoring, AWS, and SSO/SFTP/API integrations.
How you'll help us build:
- Work within the Support team to resolve complex issues and escalations from Tier 1 team. Identify customers' needs, research each issue, provide solutions, and ensure the customer’s needs have been completely met.
- Provide technical support to strategic Spotnana customers and partners, who range from experienced developers to non-technical executives.
- Determine root cause of bugs, failures, and issues. Deliver analysis to leadership and engineering, as needed
- Develop proposed solutions, incorporating technical and client needs, to submit to product and engineering
- Translate and distill complex technical analyses into customer-friendly explanations
- Perform technical collaboration with our engineering team for further troubleshooting, bug fixes, or workarounds, as necessary
- Work side-by-side with Customer Success Managers and Travel Operations to ensure a high-level of customer satisfaction.
- Help to maintain process documentation and help center content as needed
- Assist the Customer Support Manager and other Customer Success leaders on project level deliverables
Experience you bring:
- High level of English proficiency
- 4+ years of experience in a customer-facing support function.
- Need to have extensive troubleshooting, debugging and investigation skills
- Experienced in at least one programming language, preferably have solid knowledge about web technologies like HTML/CSS.
- Experience troubleshooting issues related to, for example, SSO, user provisioning via SFTP and API, and systems integrations.
- Ideally have already gained experience with database systems or SQL.
- Experience using Kibana or similar to interpret real-time application monitoring and alerting based on various metrics and logs, including using log data to troubleshoot issues.
- Experience with major Cloud Platforms such as AWS.
- Goal-oriented, independent and structured approach to the analysis and solution of complex problems in virtual and cloud-based environments.
- Must be customer service oriented – empathetic, responsive, patient, and conscientious.
- Excellent interpersonal skills and the ability to build relationships with the team and with customers
- Familiarity with corporate travel management solutions and/or related back-end systems like Sabre is preferred.
What to expect next
The process typically begins with an introductory call with a member of our Talent Acquisition team, where we'll discuss your background, career aspirations, and what makes Spotnana a great fit for you. Then a live virtual and onsite interview with a panel of engineers and hiring managers.