Lead and mentor the support team to ensure efficient issue resolution.
Take ownership of customer-reported technical issues and drive them through to resolution within defined SLAs.
Perform troubleshooting, root cause analysis, and problem resolution for software and system-related incidents.
Ensure proper issue logging, documentation, and maintenance of support records.
Coordinate with Level 1 support teams and other stakeholders for issue escalation and resolution.
Conduct technical troubleshooting sessions and user support training when required.
Provide timely updates and clear communication to customers regarding issue status and resolutions.
Collaborate with product and development teams by sharing customer feedback and enhancement suggestions.
Support application testing, system audits, and maintenance activities.
Monitor and manage software licenses, certificates, and system compliance requirements.
Maintain operational processes, checklists, and database-related support activities.
Work effectively in a 24x7 support environment as required.
Strong experience with MS SQL Server, SQL query writing, and database troubleshooting.
Good understanding of Windows Server environments and web server technologies.
Experience supporting enterprise software applications in production environments.
Hands-on experience with ticketing and issue tracking tools such as JIRA, Bugzilla, Mantis, or Remedy.
Strong analytical, troubleshooting, and problem-solving abilities.
Experience leading or managing support teams.
Excellent verbal and written communication skills.
