TOMIA

Support Engineer

• Take full ownership of support tickets end-to-end
• Perform technical troubleshooting of application behaviour to client expectations
• Collaborate effectively across teams
• Communicate clearly with customers
• Contribute to continuous improvement
• Lead Deployment of software releases to customer environments
• Act as the primary customer liaison

Customer Support Analyst

Customer Support

• Manage support tickets end-to-end — from triage and resolution path definition through to closure, ensuring compliance with agreed SLAs and business priorities.
• Perform technical troubleshooting — contrast application behavior to client expectations by means of generating database analysis queries, complex T-SQL code analysis, validation of hardware performance, review of SQL execution plans, and validate code modifications to identify both logical and performance defects and underlying root cause.
• Collaborate effectively across teams — work with subject matter experts, infrastructure teams, R&D, QA, and Sales in an agile, fast-paced environment to drive timely solutions.
• Communicate clearly with customers — ascertain customer expectations, criticality of requests, ensure supporting documents are provided and completed, provide professional updates, workarounds, and well-documented resolutions for knowledge sharing.
• Contribute to continuous improvement — document knowledge base articles, generate defect reports, maintain ticket hygiene, and support 24x7 global operations reporting.
• Act as the primary customer liaison by leading customer facing meetings, handling escalations, and building trusted long-term relationships.

Customer Support Analyst

Senior Technical Product Support Specialist