Senior Support Engineer

• Take ownership of issues, Identify and fix the issues related to platform. • Maintain response and resolution SLA for Jira ticket • Provide and develop necessary scripts to solve the issues. • Provide SLA in case resolution SLA not maintained. • Maintain response and resolution SLA for Jira ticket • Potential improvements in troubleshooting • Develop and test the scripts/API and handover to L2 for execution. • Resolution of critical fixes which cannot be performed by L2 agent (Scripts and execution of complex tasks) • Coordination with Head of Engineering and Head of Products and resolve issues. • Provide tools (portal screens/APIs) to help in resolving issues. The operations team can suggest tools as they see suitable • Train operations team on new technology or framework required • Facilitate access to the various systems