Protect customer information and follow security, change, access and production-support procedures.
Document troubleshooting steps, resolutions, known errors, workarounds and reusable knowledge articles.
Participate in shift handovers, operational reviews, ticket-quality checks and continuous improvement activities.
Collaborate with other support levels, L2, SRE, Engineering, Product, QA, Cloud Operations and customer-facing teams when required.
WE SHOULD TALK IF THIS SOUNDS LIKE YOU
Hands-on support exposure to SaaS applications hosted on public-cloud platforms such as Microsoft Azure or AWS.
API troubleshooting using tools such as Postman, including request/response analysis, authentication, status codes and payload validation.
Working knowledge of data formats and configuration structures such as JSON and XML.
Ability to review application and system logs using monitoring or observability tools such as Kibana, Grafana or equivalent platforms.
Experience with ticketing and service-management tools such as Jira Service Management, ServiceNow or equivalent.
Understanding of Linux-based systems, microservices and multi-tenant application environments.
Exposure to data imports and exports, relationships, validations, workflow configuration, business rules and reporting.
Qualifications
Bachelor's degree or equivalent practical experience in Computer Science, Engineering, Information Technology or a related discipline.
Typically, 2+ years of relevant experience in application, product or technical support.
Experience supporting global customers through ticketing systems, email, remote troubleshooting and phone or live-support channels.
Excellent written and verbal communication, structured troubleshooting and customer-handling skills.
Willingness to work in a 24x7 shift roster, including weekends and holidays as scheduled.
Nice to Have
Basic Java knowledge or the ability to read application code and stack traces.
Exposure to Docker, Kubernetes or other container-orchestration platforms.
Familiarity with Nginx, Elasticsearch, MySQL, Kafka and related application-platform technologies.
ITIL Foundation or practical experience with incident, request, problem and change management.
Experience creating dashboards, operational reports, automation, monitoring alerts or support knowledge content.
Diversity, Equity & Inclusion
To achieve the best version of our organization, we know it takes new ideas, new approaches, new perspectives and new ways of thinking. A purpose we are 100% committed to cultivating. Diversity is woven into our fabric at Syndigo and it’s how we stay an industry leader, innovating technology solutions that equip our customers with everything they need to be successful!
All are welcome here and we invite you to join our team if you are ready to help us continue that growth!
GDPR/CCPA
Syndigo, to process applications, holds onto data for a "reasonable time" after applications are submitted. This data is stored for Syndigo's internal use by HR/Recruiting Staff only. Verified requests for data deletion and exports will be completed upon request.
Syndigo Job Applicant Privacy Notice
At Syndigo, we care about your privacy. As you go through our recruitment process, we are committed to being transparent about how we process your personal data. To learn more about how Syndigo processes your personal data, go to our Job Applicant Privacy Notice.
