Role Responsibilities:

● Troubleshoot application and system issues to determine root causes and provide timely solutions.

● Regularly review and analyze system log files, application outputs, and error messages to resolve issues.

● Understand and query databases (MongoDB and MySQL) to gather data, identify discrepancies, and aid in debugging.

● Collaborate closely with the development and QA teams to identify and resolve defects.

● Provide guidance and support for API-related issues, including debugging and documentation.

● Create and maintain technical documentation detailing known issues, resolutions, and operational guidelines.

● Efficiently communicate and report bugs and improvements using structured formats like JSON, as well as through log files, application screenshots, and detailed descriptions.

● Actively monitor application performance, and escalate critical issues as necessary.

● Provide regular feedback to developers on potential improvements from a support and user perspective.

Requirements:

● Bachelor's Degree in Computer Science or a related field

● 6+ years of prior experience in a similar production or application support role.

● Should be comfortable/ able to work according to USA (EST) timings.

● Fundamental understanding of JavaScript and NodeJS.

● Hands-on experience to analyse, debugging and reporting issues based on data available (JSON, log files, application screenshots etc.)

● Good experience or knowledge in querying databases, with particular emphasis on Elasticsearch, MongoDB, MySQL, Postman and other relevant tools.

● Familiarity with APIs, including their usage, troubleshooting, and basic development.

● Familiarity with understanding cloud, desktop and mobile applications from available documentation.

● Knowledge of incident management workflow.

● Hands-on experience in reporting, tracking and ticketing tools (Excel, google docs, Jira, Slack etc.)

● Should be good in communication (able to handle direct interactions, mostly written and occasionally verbal) with US and European customers.