DUTIES AND RESPONSIBILITIES:

• Technical Support & Ticket Resolution: Investigate, troubleshoot, and resolve support issues; escalate complex problems as needed

• Documentation & Knowledge Management: Maintain up-to-date technical documentation, user guides, and internal knowledge base articles

• Development & Enhancements: Implement small bug fixes or feature improvements in Java/Spring Boot; participate in code reviews and QA testing

• Cloud & System Administration: Monitor AWS infrastructure, ensure application uptime, assist with deployments and release verification

• Optional AI/Automation Contribution: Support automation initiatives or AI-enabled enhancements to improve Support team efficiency

QUALIFICATIONS:

1. Technical Troubleshooting: Diagnose and resolve system and integration issues effectively

2. Documentation & Communication: Communicate technical solutions clearly to technical and non-technical stakeholders

3. Basic Development Skills: Implement fixes or enhancements in Java/Spring Boot

4. Systems & Cloud Awareness: Familiarity with cloud-based applications (AWS preferred) and enterprise architectures

5. Problem-Solving Mindset: Structured approach to analyzing technical issues and implementing solutions

6. Collaboration: Works effectively with cross-functional teams and contributes to operational efficiency

MUST- HAVE THE FOLLOWING SKILLS:

Technical Background

• Bachelor’s degree in Computer Science, Software Engineering, or a related field

• 8+ years of experience in technical support, application support, or software engineering

• Hands-on experience with Java, Spring Boot, or similar backend frameworks

• Familiarity with RESTful APIs, microservices, and cloud environments (AWS preferred)

• Experience with ticketing tools (e.g., Odoo, Jira, ServiceNow) and Agile workflows

Leadership & Personal Attributes

• Ownership & Accountability: Takes responsibility for resolving tickets and following through on issues

• Attention to Detail: Maintains accurate documentation and ensures solutions are fully tested

• Collaboration & Influence: Works effectively across teams to solve problems and implement fixes

• Adaptability & Resilience: Responds well to changing priorities and system demands

• Continuous Learning: Shows interest in learning new technologies and tools to improve support efficiency

• Professional Integrity: Handles sensitive HR and organizational data responsibly

NICE-TO-HAVE QUALIFICATIONS:

• Experience with SAP SuccessFactors or other HCM platforms

• Familiarity with event-driven architecture or middleware integrations

• Exposure to frontend frameworks (e.g., React, SAP UI5)

• Experience integrating AI/ML APIs or automation tools