Who are the Account Escalation Analyst Team
A global group of highly skilled engineers working alongside Account Escalation Managers to tackle the most complex technical issues faced by our customers. With senior-level visibility both internally and within client organizations this team is crucial in maximising customer satisfaction, maintaining product success, and delivering innovation whilst providing world-class service.
We are seeking skilled recruits in India to help focus on the identification and diagnosis of emerging performance issues before they become customer-impacting and to operate as part of the wider team to ensure timely resolution to customer-impacting issues.
As a Senior Performance Support Specialist you will...
- Successfully diagnose the entire technology stack, from the front-end to the back end, to determine where to start troubleshooting an issue.
- Interpret technical data to identify trends and resolve system bottlenecks
- Work on performance tuning of our web-based applications
- Liaise with clients directly and deliver great customer service instilling trust from our clients.
QualificationsTo be successful in this role you have:
In order to be successful in this role, we need someone who has:
We are looking for people with these skills to be Senior Performance Support Specialists...
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AIs potential impact on the function or industry.
- Successful candidates will have at least 5 years experience in a Technical Support or similar role. In addition, the ideal candidate will be someone who has:
- Demonstrated the ability to troubleshoot complex technical issues
- Strong Experience with relational databases (e.g. MySQL, Oracle)
- Java experience
- Experience in one (or more) scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell)
- Advanced Unix/Linux experience
- Working knowledge of the components in a web applications stack.
- Experience diagnosing performance degradation (e.g. explain plans, database tuning)
- Experience working well in a team environment while also being able to work productively while unsupervised
- Nice to have skills:
- Statistical modelling
- Data analysis
- Experience of using BigData/Hadoop
- Machine Learning
- This is a critical role for the company where you receive full product training and interact with some of our biggest accounts.
