Job Summary:
This role is responsible for troubleshooting complex customer issues, managing support queues and backlogs, and delivering exceptional service to valued clients. The successful candidate will combine technical expertise, analytical thinking, and a customer-focused mindset to deliver high-quality solutions to critical support problems.
Main Responsibilities:
* Analyze web applications using Chrome Developer Tools, review network requests, debug front-end issues, and identify JavaScript or API failures.
* Perform API testing and validation using Postman or cURL.
* Investigate and resolve IIS and SSL diagnostics on Windows Application Servers.
* Configure and troubleshoot Windows ADFS Servers and perform remote diagnostics via VPN, RDP, or similar tools.
* Assist customers with database backups, migrations, and SQL troubleshooting using SSMS, write scripts, stored procedures, and queries.
* Diagnose connectivity, latency, or certificate-related issues using network tracing tools like Wireshark or Fiddler.
* Analyze log files across web, application, and system logs to identify root causes of performance or access issues.
* Maintain proficiency in analyzing browser console errors, network calls, and response payloads to pinpoint issues in customer environments.
* Participate in proactive system health checks, monitoring server performance metrics and application uptime indicators.
Key Skills:
* Technical problem-solving skills.
* Analytical thinking and attention to detail.
* Excellent communication and customer service skills.
* Ability to work in a team environment and adapt to changing priorities.
* Proficiency in troubleshooting and resolving complex technical issues.
* Knowledge of APIs, databases, and operating systems.
* Experience with log analysis, network tracing, and system health checks.
Benefits:
This role offers the opportunity to develop advanced technical skills, work with a talented team, and contribute to delivering exceptional customer experiences.
What We Offer:
We provide a collaborative and dynamic work environment, opportunities for growth and development, and a competitive compensation package.