Technical Support (SQL Application) | WFH | GY Schedule

1. Reassurance – Provide a safe, transparent, and reliable point of contact.
   
2. Decisiveness – Take control of problems to resolve them quickly.
   
3. Accountability – Stand behind every action taken, ensuring follow-through.
   
4. Transparency – Build solid user relationships through honesty.
   
5. Collation – Collect comprehensive information for investigative purposes.                                                                               
   

• Manage Support Requests: Handle Level 1, 2 and 3 tickets, incident escalations, and inbound calls.
  
• Troubleshooting: Conduct deep analysis to diagnose technical issues, review databases, logs, and code, and provide accurate, timely solutions.
  
• Collaboration: Work closely with internal teams to resolve customer issues and deliver seamless support.
  
• Documentation: Maintain knowledge bases, FAQs, and customer-facing materials.
  
• Product Knowledge: Stay up to date with Liftango’s products and SaaS solutions.
  
• Service Configuration, UAT and QA: Configure services for deployments, complete User Acceptance Testing and perform quality assurance testing on mobile and browser apps.
  
• Monitoring & Alerts: Manage alerts and perform associated analysis to ensure system stability.
  

Requirements

• 3+ years experience with application support
  
• SQL and reporting experience, with the ability to collate and analyze data.
  
• Problem Solving and Technical Analysis
  
• Experience with FreshDesk or similar ticketing systems.
  
• Familiarity with monitoring and alerting tools.
  
• Ability to work effectively in a remote work environment.
  
• Strong written and verbal communication skills, with the ability to explain technical concepts clearly.
  
• Attention to detail and ability to
  
• A team player, comfortable working in a 24x7 environment.
  
• A commitment to providing the best service possible.
  

• Experience with mobile apps and browser-based portals
  
• Familiarity with tools such as Tableau, Retool, NewRelic, SendGrid, Mailchimp, Atlassian Suite, Google Suite and AWS
  
• Knowledge of AWS, GIT, JavaScript, NodeJS, React and Scripting
  
• Experience with Quality Assurance testing, application deployment, or BI reporting
  
• Multilingual candidates please apply, we are global!
  

• Career Growth: Unlock numerous pathways for advancement, including leadership roles or specialised career tracks after mastering the technical support role.
  
• App Development: Participate in Retool app development and involvement in initiatives to create new functionality for multiple business functions.
  
• Subject Matter Expertise: Become a Subject Matter Expert (SME) in your area of interest and contribute to the team’s success with specialised knowledge.
  

• FreshDesk – Ticketing and primary communication
  
• Slack – Internal communication and alerting
  
• Google Workspace – For emails and meetings
  
• Atlassian Suite – Jira (task management), Bitbucket (code management), Confluence (documentation), Opsgenie (alerting)
  
• New Relic & AWS – Monitoring and log management/analysis
  
• DBeaver – Database analysis
  
• AppFollow – Mobile app review management
  
• Retool, Tableau – Internal Apps and BI tools
  
• Twilio/SendGrid – SMS and email management
  
• Sentry – Application log management
  
• iorad – User guide creation
  

Benefits

• HMO, Dental, and Life Insurance for you and one free dependent from day one (with the option to enroll additional dependents)
  
• Paid Leaves: Birthday, Vacation, Medical, and Maternity (up to 6 Vacation Leaves are convertible to cash on your anniversary)
  
• Employee Engagement Activities: Year-End Party, Family Day, Team Building, and more!