FUNCTIONAL TITLE Support Analyst
Location: Pune
Type: Permanent
Corporate Level: VP/Associate
Job Description
We’re looking for a customer-focused Support Analyst/Site Reliable Engineer to provide technical assistance and issue resolution for our internal users. You’ll act as a first line of support, triaging issues, documenting resolutions, and collaborating with engineering teams to improve system reliability.
Key Responsibilities
- Respond to support requests and diagnose issues across applications and services
- Escalate complex problems to engineering teams with clear documentation and context
- Maintain internal knowledge bases, FAQs, and support documentation
- Communicate empathetically and effectively with users, ensuring timely follow-up
- Collaborate with developers and QA to identify root causes and improve system stability
Skills & Experience
- 5+ years in technical support and engineering functions for real-time trading environment
- Strong troubleshooting and communication skills
- Strong knowledge of Windows/Linux environment and SQL
- Knowledge of Open Telemetry, Grafana dashboard
- Knowledge of FIX protocol
- Familiarity with ticketing systems (e.g. Jira Service Desk, Service-Now)
- Familiarity with incident or problem management
- Basic understanding of software systems and APIs
Nice to Have
- Exposure to Investment Banking / Financial Services organisation
