Technical Support Executive

Job Description

• Core Responsibilities

• Monitor application health and data pipelines analyze anomalies and resolve issues in real time to meet service-level expectations.
• Own incident triage end to end: reproduce issues collect evidence (logs/data) identify root cause and document findings with clear actionable detail.

• Required Technical Skills and Qualifications

• SQL proficiency (writing queries to investigate data issues validate outputs and support troubleshooting).
• Hands-on experience with Microsoft SQL Server and related tooling (e.g. SSMS) including reviewing query performance at a basic level.
• Working knowledge of web applications and troubleshooting fundamentals (HTTP basics browser developer tools network traces and environment awareness).
• Experience interpreting logs and telemetry to isolate failure points and confirm resolution.
• Proficiency with ticketing/issue-tracking tools (e.g. Jira ServiceNow) and maintaining high-quality case documentation.
• Qualifications: 23 years of experience in technical support/application support or a comparable customer-facing role.
• Qualifications (preferred): familiarity with compliance risk management or due diligence domains.
• Qualifications: strong written and verbal communication skills with the ability to explain technical topics to non-technical stakeholders
• Serve as the primary point of contact for customers providing timely updates managing expectations and ensuring a high-quality support experience via email and chat.
• Collaborate with Product and Engineering to translate customer-reported problems into well-defined defects/requirements and drive them through investigation prioritization and resolution.
• Create and maintain support documentation (runbooks checklists known issues configurations) to improve consistency and reduce time to resolution.
• Perform routine operational checks using defined checklists to ensure critical workflows and client commitments are actively monitored.
• Escalate complex or high-impact incidents with complete context (impact assessment evidence reproduction steps) and track issues through closure.