Technical Support Analyst at Spotnana – Pune, Mahārāshtra
Spotnana
Pune, Mahārāshtra, 411001, India
Posted on
NewEmployment Type:Full-Time
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About This Position
Who: You! And the rest of the Customer Experience department & their cross-functional partners
What: An Technical Support Analyst position title and an outstanding Problem-solving & Collaboration skills
When: ASAP! We are looking to hire and onboard a new hire as soon as we find the right person for the job. Exciting work awaits!
Where: Hybrid: Our office hub location of Pune/Mumbai/Bangalore – you will be required to be in office 1+ days per week in alignment with our office work policy
Why: Join our dynamic team and be a part of a mission-critical project that will propel Spotnana's growth and success! We're seeking versatile engineers with leadership qualities, a passion for problem-solving, and the enthusiasm to take on new challenges as we push the boundaries of technology. At Spotnana, we are an API-first company, leading the charge in innovative solutions.
How (to land the job!): 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 interview with a panel of engineers and hiring managers
The day-to-day:
- 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
Skills & qualities we value:
- High level of English proficiency
- 5+ 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.
Perks & benefits you will love
Spotnana strives to offer fair, industry-competitive, and equitable compensation. Our approach assesses total compensation, including cash, annual performance bonus, company equity, and comprehensive benefits.
We care for the people who make everything possible - our benefits include:
- Comprehensive benefit plans covering medical for self, spouse, children and parents including free doctor consultations; employee assistance program effective on your hire date
- Group accidental coverage for all employees.
- 18 privilege leaves, 12 casual/sick leave days per year in addition to 12 company holidays with an open choice holidays, quarterly recharge/wellness days and an end-of-year company shutdown
- Up to 26 weeks of parental leave
- Monthly cell phone/internet stipend
- Meal allowance
- Wellness/gym reimbursement
- Employee retirement planning such as corporate NPS and EPF
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Job Location
Pune, Mahārāshtra, 411001, India
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