Manage complex technical support cases from initial investigation through to resolution.
Reproduce reported issues in a test environment to validate problems and determine appropriate solutions.
Use established diagnostic tools, scripts, and processes to resolve known issues efficiently.
Troubleshoot application configuration, data, workflows, integrations, and system functionality.
Communicate proactively with customers and internal stakeholders to expedite issue resolution.
Maintain accurate case documentation and provide clear, professional updates throughout the support lifecycle.
Escalate unresolved or complex issues with complete investigation findings and supporting documentation.
Collaborate with cross-functional teams, including engineering and product specialists, to resolve product issues and improve support processes.
Experience providing technical or application support for enterprise software or business-critical systems.
Strong troubleshooting and analytical skills with the ability to identify root causes using logs, diagnostic tools, and system data.
Familiarity with executing existing SQL queries or diagnostic scripts for issue investigation.
Understanding of system integrations, APIs, and data flows, with the ability to determine appropriate escalation paths.
Excellent written and verbal English communication skills.
Customer-focused mindset with the initiative to proactively engage stakeholders when needed to achieve faster resolutions.
Experience supporting ERP, payroll, workforce management, CRM, or other enterprise applications.
Exposure to enterprise platforms such as SAP, Microsoft Dynamics, NetSuite, Oracle, or similar systems.
Working knowledge of SQL for troubleshooting and data validation.
Experience supporting integrated, configurable, or highly customized software environments.
Background working in a Level 3 (L3) technical support or application support environment.
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