L2 Support Analyst

L2 Support Analyst II

Ideal Start Date: ASAP

Location: Bangalore

What is the role?

• Diagnosing, troubleshooting, documenting and developing new solutions that solve the root cause of customer problems in tickets elevated from our L1 support team.
• Dive deep to understand the product insights, engineering logic and data model and leverage the information to drive RCAs with the engineering team and publish them to the stakeholders.
• Develop a comprehensive understanding of the product. When given access to user and developer documentation, knowledge base articles, source code, and infrastructure be able to develop a layered understanding of how the product works end-to-end.
• Regular communication on incoming client issues and subsequent prioritization of the same.
• Ability to quickly establish good working relationships, display integrity in interactions and participate as an active support for engineering and customer success teams.
• Strong communications skills to interact with internal & external stakeholders.
• Use the results of metrics and offer assistance to the teams in performing retrospective analysis of the various client issues. Contribute to internal process, product, and improvement efforts.

Desired Experience

• 2+ years of experience in Technical support/Test analyst/QA or in a customer-facing role.
• Proficient problem solver and troubleshooter.
• Working knowledge of SQL, Java related technologies
• Good understanding of software Development/testing concepts.
• Good Knowledge/ working experience in any one programming language. The candidate should be able to read and understand code, write scripts, query databases, and scrutinize dense log files while troubleshooting.
• Bachelor of Science in Computer Science/Engineering or relevant experience. Experience in technical support /enterprise SaaS products is a huge plus.
• Good communication skills and ability to effectively engage with members across geolocations. Fluency in both spoken and written English.
• Demonstrated track record of excellent customer service skills and professionalism to effectively manage communication with internal and external stakeholders.
• Leverages feedback from the clients and customer success team to identify and drive improvements in the support framework.
• Strong experience interacting and collaborating cross functionally with Engineering, Product Management, and customer success.
• Document solutions for knowledge-base and bring new ideas for innovation and automation excellence into the Support team.

Core Competencies

• Customer obsession: As a Senior Support Analyst at CommerceIQ, you have to be obsessed about customer's success. All product decisions have to be driven from a user first mindset.
• Communication Skills: You have to be excellent with written and oral communication. You should be able to produce high quality documents and be able to present to engineers, leadership, customers and prospects.
• Bias for action: You should be willing to roll up your sleeves, go into the details and problem solve technical, process and business situations.
• High Ownership: In a fast growing startup, we want people who own responsibilities and deliver results without much supervision. They ask for help whenever needed. They make themselves heard and make logical data backed proposals.
• Attention to Details: A successful person in this role would have an extreme eye for detail, especially when it comes to technical implementations and the nuances of customer's business.