Technical Support Analyst

Spotnana

. Resolve complex issues and escalations from the Tier 1 team .

Posted 11/3/2026full-timeBengaluru • IndiaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive troubleshooting and debugging skills, with proficiency in programming languages and web technologies. Capable of translating complex technical issues into customer-friendly solutions while maintaining high customer satisfaction in cloud-based environments.

Highest-signal resume keywords

Troubleshooting SkillsExperience With Programming LanguagesKnowledge Of HTML/CSSExperience With AWSCustomer-Service Orientation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingDebuggingInvestigation SkillsSQLAPI IntegrationSFTPKibanaLog Data AnalysisWeb TechnologiesCloud Platforms

Soft Skills

EmpathyResponsivenessPatienceConscientiousnessInterpersonal Skills

Tools & Technologies

KibanaAWSSabreCustomer Support ToolsHelp Center Content Management

Industry Keywords

Customer-Facing SupportCorporate Travel ManagementSystems IntegrationTechnical SupportProcess Documentation

Tech Stack

Tools & technologies

AWSCloudSQL

About the role

Key responsibilities & impact

Resolve complex issues and escalations from the Tier 1 team
Identify customer needs, research issues, provide solutions, and ensure customer needs are fully met
Provide technical support to strategic Spotnana customers and partners, from experienced developers to non-technical executives
Determine root causes of bugs, failures, and issues
Deliver analysis to leadership and engineering as needed
Develop proposed solutions incorporating technical and client needs for product and engineering
Translate complex technical analyses into customer-friendly explanations
Collaborate technically with engineering on troubleshooting, bug fixes, and workarounds
Work with Customer Success Managers and Travel Operations to maintain high customer satisfaction
Maintain process documentation and help center content as needed
Assist the Customer Support Manager and Customer Success leaders with project-level deliverables

Requirements

What you’ll need

High level of English proficiency
4+ years of experience in a customer-facing support function
Extensive troubleshooting, debugging, and investigation skills
Experience in at least one programming language
Preferably solid knowledge of web technologies such as HTML/CSS
Experience troubleshooting SSO, user provisioning via SFTP and API, and systems integrations
Ideally experience with database systems or SQL
Experience using Kibana or similar tools to interpret real-time application monitoring and alerting based on metrics and logs
Experience using log data to troubleshoot issues
Experience with major cloud platforms such as AWS
Goal-oriented, independent, and structured approach to analyzing and solving complex problems in virtual and cloud-based environments
Customer-service orientation: empathetic, responsive, patient, and conscientious
Excellent interpersonal skills and ability to build relationships with teams and customers
Familiarity with corporate travel management solutions and/or related back-end systems such as Sabre is preferred

Benefits

Comp & perks

Hybrid workplace arrangement
Live virtual and onsite interview process
Diverse and inclusive work environment
Environment of mutual respect
Equal employment opportunities without regard to protected characteristics
No fees charged for equipment, training, visa fees, or other hiring-process items