Senior Technical Support Analyst
এই কাজ সংরক্ষণ করুন এবং আপনার অনুসন্ধান সংগঠিত রাখুন
চাকরি বাঁচাতে একটি বিনামূল্যের অ্যাকাউন্ট তৈরি করুন, সতর্কতা তৈরি করুন এবং আপনার ড্যাশবোর্ড থেকে এই তালিকায় ফিরে যান।
চালিয়ে গেলে আপনি নিম্নলিখিতগুলিতে সম্মত হচ্ছেন: শর্তাবলী & গোপনীয়তা নীতি.
Responsibilities:
• Serve as the Level 3 escalation point for complex application and system issues unresolved by Level 1 and Level 2 support teams.
• Diagnose, troubleshoot, and resolve advanced platform issues related to system functionality, data synchronization, integrations, and performance.
• Replicate issues, perform root cause analysis, and document findings to support long-term product improvements.
• Escalate unresolved issues to global product and engineering teams, providing detailed diagnostics, logs, and reproduction steps.
• Track escalated issues through to resolution and ensure clear communication with partners and internal stakeholders.
• Identify recurring issues and recommend improvements to prevent future incidents.
• Guide partners on Level 1 and Level 2 support processes by strengthening SOPs, escalation protocols, and troubleshooting capabilities.
• Maintain and improve technical support workflows, documentation, and escalation frameworks.
• Support platform deployments, upgrades, and feature rollouts from a technical support perspective.
• Facilitate User Acceptance Testing (UAT) and validation of new releases to ensure stability and functionality.
• Maintain technical documentation including troubleshooting guides, knowledge base articles, and structured documentation of known issues and workarounds.
• Develop advanced troubleshooting materials for both partner and internal support teams.
• Conduct periodic system and process audits at facilities and field sites to ensure correct and effective platform usage.
• Monitor key technical KPIs (e.g., user adoption, error trends, ticket volumes, and resolution times) and share insights with stakeholders. Additional
Requirements:
• Growth mindset and willingness to go above and beyond formal role expectations.
• Minimum 3 years of experience in technical support, product support, or similar roles.
• Strong troubleshooting and root cause analysis skills.
• Ability to communicate complex technical issues to non-technical stakeholders.
• Strong written and verbal communication skills.
• Experience supporting digital health platforms or health information systems.
• Prior experience in field-level technical support, especially in low-resource or rural settings.
• Familiarity with ticketing or issue-tracking systems.
• Experience using data or analytics tools for reporting.
• Knowledge of the software development lifecycle (SDLC).
Education:
• Bachelor’s degree in any discipline required.
• A background in science, engineering, information technology, or related fields is preferred.
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