Brief about the company
TalentQuest is now part of Energage!
Our Workplace Excellence platform is an all-in-one solution to help organizations attract, acquire, energize, and optimize their talent. The Energage platform touches all phases of the employee lifecycle helping organizations showcase their company as an employer of choice to attract the right talent; select and onboard talent that fits their culture and role needs; shape an environment where employees are engaged, grow, and thrive; and use people data to make strategic workforce decisions. Because building a strong, people-first culture isn’t just about attracting talent — it’s about helping your best people grow and stay. We call it Workplace Excellence!
Job Title: Production Support – Lead
Your Mission:
Of course, you do! As a Production Support Lead, you will ensure the stability, availability, and performance of our products. You will collaborate with cross-functional teams to investigate complex technical issues, support users, and contribute to the continuous improvement of our processes.
Accountability & Impact:
In this role, you will…
- Review and analyse the tickets escalated from the L1 support team and ensure timely resolution
- Prioritize tickets based on urgency, impact, and relevance, categorizing them as either needing further investigation, resolution guidance, or escalation
- Use high-level SQL skills to query databases as needed to gather information and understand potential data-related issues for troubleshooting
- Ensuring all incident tickets are resolved in a timely and comprehensive manner
- Establish measures to ensure that tickets are tracked based on agreed SLAs and create weekly/monthly/quarterly metrics
- Conduct root cause analysis (RCA) for recurring issues and log bugs/enhancements to address the cause
- Provide detailed and precise guidance to the L1 team, offering solutions and instructions to resolve issues without engineering intervention where possible
- Document resolution steps and any new learnings in an internal knowledge base to aid future troubleshooting
- Log detailed and comprehensive bug reports for the development team, including steps to reproduce the error, screenshots, SQL query results if necessary, and any other relevant diagnostic information
- Regularly track the status and progress of logged bugs with the development team, ensuring they are prioritized appropriately and addressed within agreed timelines.
- Report on bug lifecycle metrics, such as time to resolution and recurrence rates, to inform product management and development teams of patterns or critical areas needing attention
- Collaborate with the development team whenever necessary to clarify bug reports and understand fixes
- Continuously improve and maintain a deep understanding of the SaaS HR application’s functionality, including new features and updates
- Provide regular feedback to the product team about user experience pain points, frequently asked questions, or underutilized features
- Generate reports on support trends to help guide strategic decisions and improve overall customer satisfaction.
What we need from you:
- 8 to 10 years of relevant experience in production support
- Should be able to lead a team independently and mentor team members
- Willingness to work from 5:30PM to 2:30AM IST (7:00AM to 4:00PM EST)
- Bachelor’s degree or equivalent with 60%
- Experience in supporting SaaS products is highly desirable
- High Level knowledge of querying any database (SQL)
- Excellent oral and written communication skills
- An amazing ability to thrive in a multi-tasking environment and operate successfully under planned deadlines
- Eagerness to learn, adapt and perfect your work
What we’re Offering!
- Competitive salary and medical benefits
- We’ll handle the parking expenses
- A challenging yet fun and engaging work environment
- Colleagues who are good at what they do and can still be humble about it
- Endless opportunities for growth and development
Your job location:
North Wing, 11th Floor, Pixel Park – Block A,
PES University EC Campus,
Hosur Road, Bangalore – 560 100
Landmark: Metro Cash & Carry
