About the Role
We are looking for an experienced Senior Software Support Specialist to provide onsite technical support, manage critical software issues, and ensure seamless application performance for business operations. The ideal candidate should possess strong troubleshooting skills, hands-on experience with SQL Server and Windows environments, and the ability to lead support teams while maintaining high customer satisfaction levels.
Requirements
Experience: 5+ Years
Qualification: BCA, B.Sc. (IT/Computer Science), B.Tech, B.E. or equivalent
Shift: Rotational / 24x7 Support Environment
Key Responsibilities
Lead and mentor the support team to ensure efficient issue resolution.
Take ownership of customer-reported technical issues and drive them through to resolution within defined SLAs.
Perform troubleshooting, root cause analysis, and problem resolution for software and system-related incidents.
Ensure proper issue logging, documentation, and maintenance of support records.
Coordinate with Level 1 support teams and other stakeholders for issue escalation and resolution.
Conduct technical troubleshooting sessions and user support training when required.
Provide timely updates and clear communication to customers regarding issue status and resolutions.
Collaborate with product and development teams by sharing customer feedback and enhancement suggestions.
Support application testing, system audits, and maintenance activities.
Monitor and manage software licenses, certificates, and system compliance requirements.
Maintain operational processes, checklists, and database-related support activities.
Work effectively in a 24x7 support environment as required.
Required Skills
Strong experience with MS SQL Server, SQL query writing, and database troubleshooting.
Good understanding of Windows Server environments and web server technologies.
Experience supporting enterprise software applications in production environments.
Hands-on experience with ticketing and issue tracking tools such as JIRA, Bugzilla, Mantis, or Remedy.
Strong analytical, troubleshooting, and problem-solving abilities.
Experience leading or managing support teams.
Excellent verbal and written communication skills.
Preferred Skills
Knowledge of ATM/POS Management Systems, payment switch applications, or managed services operations.
Exposure to HP NonStop / BASE24 environments.
Experience in financial services or transaction processing support environments will be an added advantage.
Desired Candidate Profile
Customer-focused and proactive in resolving technical challenges.
Strong team player with the ability to collaborate across departments.
Ability to work under pressure and manage multiple priorities simultaneously.
Committed to maintaining high service quality and operational excellence.