Client Tech Support – Senior Associate III

About the role

The Client Tech Support – Senior Associate III provides advanced technical support for enterprise platforms, handling production incidents and ensuring platform stability across application, infrastructure, and data layers. The role involves 24x7 rotating on‑call support and close collaboration with development and infrastructure teams.

Key responsibilities

• Troubleshoot complex production incidents and validate system configurations.
• Coordinate with development, infrastructure, and security teams to resolve issues.
• Manage operational processes such as security certificate management, reporting, and environment validation.
• Produce operational and performance reports using Excel, Power BI, or similar tools.
• Provide 24x7 rotating on‑call support to customers and internal groups.

Required profile

• 3+ years of experience in Application Support, Systems Support, Production Support, or Technical Operations.
• Strong analytical, problem‑solving, and documentation skills.
• Ability to manage multiple incidents simultaneously in a fast‑paced environment.
• Excellent written and verbal English communication (B2 level).

Required skills

• IIS administration and web‑browser connectivity troubleshooting.
• SSL/TLS certificate handling.
• PowerShell and VBScript scripting.
• ServiceNow and Jira ticketing systems (including Client360).
• SQL database query troubleshooting.
• Windows Server administration and TCP/IP networking fundamentals.
• Microsoft Excel and Power BI for data analysis and reporting.