Responsibilities: Provide level 1 technical assistance related to integrations and automation solutions. Maintain a thorough understanding of products, automation, and integrations tailored for customers. Handle escalations reported by other teams or customers with a proactive approach. Ensure adherence to quality standards, SLA, process, and security policies. Collaborate with operational and development teams during triage and resolution of operational issues. Follow incident management procedures based on severity. Capture detailed documentation on reported incidents and communicate with respective stakeholders. Take ownership of reported incidents and drive them to resolution. Requirements: B.E. / B.Tech in Engineering with specialization in CSE/IT/ECE, with a minimum of 60% aggregate. Strong written and communication skills. Excellent problem-solving ability and critical thinking skills. Understanding SaaS applications and related technology is a plus. Knowledge of Basic Networking, SOAP, RESTful API, SQL. Proficiency in Incident Management and escalation processes. Ability to handle multiple tasks simultaneously and work effectively both individually and as part of a team. Willingness to work in a 24/7 support environment.
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