Executive – Technical Support

*L2 Support / QA Engineer (US Timezone – Night Shift)*
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**L2 Technical Support**
Handle escalated issues from L1 support and resolve complex application issues.
Troubleshoot production problems by analyzing logs, APIs, SQL queries, and system behavior.
Monitor application performance, scheduled jobs, alerts, and system health dashboards.
Perform initial RCA and document findings for recurring problems.
Work with engineering teams to validate fixes and ensure timely resolution.
**Quality Assurance (QA)**
Perform functional, regression, and smoke testing for new features, enhancements, and bug fixes.
Create, review, and execute test cases and test scenarios.
Validate reported bugs in QA/Staging environments before release.
Conduct API testing, UI testing, and data validation as needed.
Support release cycles with pre-production and post-production testing.
**Ticket & Incident Management**
Manage support tickets using JIRA, ServiceNow, Freshdesk, or similar tools.
Prioritize and resolve issues within SLA timelines.
Provide accurate ticket updates, documentation, and client communication.
**Documentation & Reporting**
Prepare SOPs, troubleshooting guides, known-issue documents, and test documentation.
Create detailed shift-handoff reports for seamless knowledge transfer.
Maintain QA logs, test execution results, and RCA reports.
***Required Technical Skills***
Strong analytical and debugging skills for web/mobile applications.
Good knowledge of *SQL*, ability to write and execute queries.
Hands-on experience with *API testing (Postman, Swagger)*.
Experience analyzing *application logs* (Kibana, Grafana, Splunk, CloudWatch, etc.).
Familiarity with *QA methodologies*, test case preparation, and regression testing.
Understanding of cloud platforms (Azure/AWS/GCP) is a plus.
Knowledge of CI/CD pipelines or automation tools (Selenium/Appium) is an added advantage.
***Soft Skills***
Excellent verbal and written communication (US client-facing environment).
Strong ownership, accountability, and problem-solving mindset.
Ability to work independently during night hours with minimal supervision.
Customer-focused approach with the ability to handle high-pressure situations.
***Qualifications***
Bachelor’s degree in Computer Science, IT, or related field.
2–5 years of combined experience in *L2 Support and/or QA* roles.
Experience working in international timezone support is preferred.
***Shift Requirements***
Must be available for *US Timezone (Night Shift: typically 8 PM–6 AM IST)*.
Flexibility for weekend or on-call support for high-priority issues if required.