Technical Support Analyst

We are looking for a Technical Support Engineer who can provide enterprise-level support to customers. You will be the last line of defence before escalation — capable of reading code, querying databases, and resolving complex issues independently. You should have the ability to research, diagnose, troubleshoot, and resolve issues to clients' satisfaction.

Core Technical Skills Required

• •SQL — query and debug production databases to investigate data-layer issues
• •Java — read and interpret backend code to trace logic and identify root causes
• •IntelliJ IDEA — navigate and search codebases; read stack traces and follow execution flow
• •Linux / Windows — OS-level troubleshooting, log inspection, and process management
• •AWS Services — familiarity with core AWS services used in troubleshooting.

Responsibilities

• •Serve as the last line of support before escalation — investigate issues at the code and database level before passing to engineering teams
• •Diagnose and troubleshoot issues by questioning clients in detail; resolve or escalate per defined procedures
• •Write and execute SQL queries to investigate data-layer issues across environments (test, staging, production)
• •Use IntelliJ to read and trace Java code; identify root causes in application logic
• •Inspect AWS CloudWatch logs and metrics to identify application errors and performance issues
• •Check SQS queue status and message flow to diagnose processing or integration failures
• •Follow standard escalation procedures; provide accurate and prompt feedback
• •Log all issues accurately; ensure proper documentation of findings and resolutions in the knowledge base
• •Monitor daily system performance; assist with deployment of new software / versions

Skills & Experience Required

• •SQL proficiency — ability to write queries, joins, and debug data issues in relational databases
• •Java reading ability — comfortable navigating a Java codebase in IntelliJ IDEA to trace logic and identify issues
• •Working knowledge of AWS services
• •Proven experience as a Technical Support Engineer, Desktop Support Engineer, or IT Help Desk Technician
• •Strong problem-solving and communication skills
• •Ability to provide step-by-step technical guidance, both written and verbal
• •Willingness to learn and adapt to emerging technologies

Education & Certifications

• •Bachelor's or Master's degree in Computer Science, Software Engineering, Information Technology, or a related field
• •AWS Cloud Practitioner certification is a plus

Additional Information

This role may be included in an on-call support roster. Willingness to participate is preferred.