Offer summary

Qualifications:

3+ years in technical support, with a total of 5+ years in customer support., 1+ year in software engineering/development or 2+ years as a networking admin., Advanced knowledge of SSH, Linux, Python, Shell scripting, and SQL., Excellent problem-solving skills and strong verbal and written communication abilities..

Key responsabilities:

Provide multi-channel support (email, phone, chat, video calls) with clear communication.

Resolve complex technical issues efficiently, adhering to SLAs.

Develop and update troubleshooting guides and knowledge base articles.

Collaborate with cross-functional teams to resolve issues and escalate when necessary.

Job description

Company Overview

Outsourced is a leading ISO certified India & Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1000 talented professionals.

Technical Support Analyst - Level 2 (Remote)

Client Industry: Outsourcing

Employment Type: Full-time, Remote

Shift Options (IST): 12:30 AM or 12:30 PM

About The Role

We are seeking an experienced Technical Support Analyst - Level 2 to provide advanced technical assistance to our customers. In this role, you will troubleshoot complex issues, collaborate with cross-functional teams, and ensure high customer satisfaction through clear communication and timely resolutions.

Key Responsibilities: Customer Support & Problem Resolution:

Provide multi-channel support (email, phone, chat, video calls) with clear, timely communication.
Resolve complex technical issues efficiently, adhering to SLAs (24 hours for less complex issues, 72 hours for more complicated ones).
Manage escalated tickets, offering detailed solutions or escalating further when needed.
Educate customers on product features to empower self-resolution.
Maintain a Customer Satisfaction (CSAT) score above 95%.

Documentation & Communication:

Develop and update troubleshooting guides and knowledge base articles.
Simplify technical jargon for non-technical users, ensuring clarity in issue explanations and resolutions.
Maintain meticulous attention to detail in all customer interactions.

Collaboration & Escalation:

Work closely with developers, QA engineers, product managers, and customer success teams to resolve issues.
Escalate unresolved issues to relevant teams (e.g., engineering) and follow up for resolution.

Technical Analysis & Solutions:

Use diagnostic tools to identify root causes and implement fixes or workarounds.
Analyze software code, logs, and system performance to ensure stability and reliability.
Assist customers with software configuration (installation, setup, customization).

Technical Requirements:

3+ years in technical support (5+ years total in customer support).
1+ year in software engineering/development or 2+ years as a networking admin.
Advanced knowledge of:

SSH, terminal commands, and Linux (server versions).
Python, Shell scripting, and SQL.
Datadog, Grafana, and CRM tools (strongly preferred).
Docker deployment (strong asset).

Bonus: Experience in AI fine-tuning or AI inference.

Soft Skills:

Excellent problem-solving and analytical abilities.
Strong verbal and written communication skills.
Ability to work independently and collaboratively in a remote environment.

What we Offer

Health Insurance: We provide medical coverage up to 20 lakh per annum, which covers you, your spouse, and a set of parents. This is available after one month of successful engagement.
Professional Development: You'll have access to a monthly upskill allowance of ₹5000 for continued education and certifications to support your career growth.
Leave Policy: Vacation Leave (VL): 10 days per year, available after probation. You can carry over or encash up to 5 unused days.

Casual Leave (CL): 8 days per year for personal needs or emergencies, available from day one.
Sick Leave: 12 days per year, available after probation.

Flexible Work Hours or Remote Work Opportunities - Depending on the role and project.
Outsourced Benefits such as Paternity Leave, Maternity Leave, etc.

Required profile