Developer Support Engineer (Night Shift)

Accountabilities:

Quickly develop a strong understanding of the platform's functional capabilities and technical architecture.
Investigate and resolve customer-reported technical issues by collaborating with QA, application development, engineering, and product management teams.
Systematically collect relevant information, analyze logs, troubleshoot performance issues, and conduct root cause analysis to identify effective solutions.
Manage the complete customer support ticket lifecycle, keeping customers informed about issue progress, resolutions, and project-related updates.
Ensure compliance with established Service Level Agreements (SLAs) and deliver timely, high-quality support.
Create and maintain knowledge base articles and technical documentation for internal teams and external partners.
Coordinate effectively with onshore and offshore teams to facilitate issue resolution and ensure smooth communication.
Participate in night-shift rotations and contribute to a positive, collaborative, and customer-focused support culture.
Proactively identify recurring technical issues and recommend solutions to prevent them from happening again.
Requirements:
2–4 years of relevant professional experience, supported by a bachelor's degree in a technical discipline or equivalent practical experience.
Strong technical troubleshooting skills, particularly in Unix environments, including log analysis and performance investigation.
Experience with Single Sign-On (SSO) and REST APIs.
Good knowledge of SQL, database performance analysis, and query optimization.
Familiarity with application servers and enterprise software environments.
Experience with support and collaboration tools such as Zendesk, Jira, Confluence, and Bitbucket, or similar platforms.
Strong analytical and problem-solving abilities, with a genuine interest in investigating complex technical issues and identifying their root causes.
Excellent written and verbal communication skills, including the ability to coordinate effectively with international, onshore, and offshore teams.
A proactive, collaborative, and customer-oriented mindset, with the ability to work independently and as part of a team.
Previous experience in a startup or software product company is a strong advantage.
Knowledge of Business Intelligence concepts, particularly ETL processes and data warehousing, is preferred.
SAP techno-functional experience is a significant advantage, particularly when supporting large enterprise customers.
Nice to have:
A background in Java programming.
Understanding of three-tier application architecture.
Working knowledge of cloud platforms and cloud-based application environments.
Benefits:
Remote working opportunity.
Full-time employment.
Opportunity to work with innovative cloud-based analytics and AI-powered decision intelligence technologies.
Exposure to complex enterprise software environments and international customers.
Opportunities to collaborate with multidisciplinary teams across development, QA, engineering, and product management.
Professional development through hands-on technical troubleshooting and continuous learning.
Opportunity to deepen expertise in databases, APIs, cloud technologies, and enterprise applications.