Get to know our Team:
L2 Tech Support team is responsible for providing technical assistance to various Support teams both internal and external. Team will provide technical support with respect to issues raised by various teams related to Customers which includes Passengers, Drivers, Merchants and any other partners.
Get to know the Role:
- Provide technical support to customer issues and other complex and escalated issues.
- `Provide troubleshooting and technical support via messenger, Web based tools and email etc.
- Act as a liaison between customers, Support teams and Engineering teams.
- Collaborate with other teams and experts whenever required to solve complex technical issues.
The day-to-day activities:
- Support the launches of products and features, working with both business op and engineering
- Responsible in resolving technical issues and providing support to stakeholders.
- Responsible in helping to improve reliability, stability and scalability challenges with other engineering teams
- Resolve technical issues that cannot be resolved through normal operations and maintenance procedures
- Provide leadership on outage calls in order to drive issue resolution and limit impact to the user.
- Collaborate with Engineering, Product Development, and Customer Service teams as required in order to drive long-term product improvements.
- Participate in “standby” on an as needed basis to ensure that expert level support is available on a 24×7 basis.
- Support documentation to other departments on new operation, maintenance, and troubleshooting procedures.
- Provide guidance to Engineering and Customer Service teams with the validation and deployment of new products and services to ensure trouble free application changes
- Enable other teams with self service tools so that they can handle day today issues on their own.
The must haves:
- Minimum of 3 years of relevant experience with a Bachelor’s degree in Engineering/B.Tech.
- Must have at least 2 years experience related to support or operations.
- Working Knowledge on Unix/ MacOS/ Windows
- Good knowledge of database like MySql.
- Experience in writing basic Sql queries.
- Must have been involved in supporting product / system / application launches and understand high level SDLC
- Must be familiar with working via online tools like Zendesk, Jira, Web based email etc
- Must be able to work independently and remotely.
- Must be able to work well under pressure
- Excellent troubleshooting skills and passion for problem solving and investigation.
- The ability to diagnose complex problems and deliver analysis of root causes across a stack of complex applications.
- Should be able to understand and isolate the crux of any issue.
- Implement processes for better reporting and tracking issues till its resolution.
- Track, generate and share reports of the support tickets received and resolved.
- Maintain the standard SLA’s
- Good written and verbal communication skills
- Strong interpersonal skills with the ability to communicate and work effectively across the organization.
Nice to Have:
- Hands on experience in monitoring/logging tools like Kibana, Grafana, DataDog and Scalyr
- Basic programming knowledge
- Knowledge of using database tool like Workbench, SQuirreL etc
- Working knowledge of MS Office, Numbers etc
