• Provide L1 and L2 technical support for internal tools, client-facing applications, and infrastructure. • Monitor system performance, application health, and error logs to proactively identify and address issues. • Investigate incidents, perform root cause analysis, and ensure timely resolution and communication. • Document support workflows, known issues, and standard operating procedures for troubleshooting. • Collaborate with development, QA, DevOps, and product teams for escalated issues and long-term fixes. • Support system configuration, access control, and user provisioning processes. • Participate in on-call rotations for after-hours or weekend support as required. Requirements • Proven experience in a technical support, application support role. • Familiarity with monitoring tools (e.g., Data gaps, AWS Cloudwatch, DataDog) • Knowledge of databases (MySQL, PostgreSQL, MongoDB) and ability to perform basic queries for troubleshooting. • Hands-on experience with ticketing systems like Jira, ServiceNow, or Freshdesk. • Exposure to cloud platforms (e.g., AWS, Azure) and modern CI/CD environments is a plus. • Strong analytical and problem-solving skills with attention to detail. • Excellent communication skills to interact with internal stakeholders and external customers.