Responsibilities: List the responsibilities, these should be the roles KPIs that we would measure on Essential functions and duties: 1. Takes ownership of technical issues and works towards getting them resolved to closure with a minimum TAT. 2. Works with existing team members to successfully triage tech support tickets 3. Provides responsive and exceptional support to customers 4. Resolves escalated customer complaints without the need for team lead intervention 5. Documents troubleshooting and problem resolution steps 6. Participates in providing training to customers if required 7. Gathers performance metrics 8. Performs other related duties and responsibilities as assigned Requirements: For the Type role activities we have identified the required skills, this list must cover all of them along with educational and other qualifications 1. Bachelor's degree in engineering preferably CS/IT required 2. Experience/ Keen interest with relational Database systems such as Jira and MySQL preferred 3. Excellent communication skills in English 4. Customer centric and a proactive mindset 5. An inquisitive and analytical mind & troubleshooting skill 6. A hunger to acquire technical knowledge 7. Must have strong collaborative skills coupled with the ability to question 8. Must have an understanding of standard business practices 9. Must have good writing skills (for documenting the process) 10.Must have strong communication and presentation skills