Product Specialist / L2 Tech support

IndiaOn-site

Responsibilities

Diagnose and resolve complex customer-reported issues by analyzing logs, tracing application processes, and performing data investigations.
Maintain proactive and consistent communication with customers, particularly during high-severity incidents.
Collaborate with engineering, product, and sales teams to deliver effective technical solutions.
Support application configuration and implementation of technical solutions for existing customers.
Document issues, resolutions, and technical procedures to improve internal knowledge and operational efficiency.
Identify issues that require escalation and involve management when necessary.

experience in technical support, application engineering, DevOps, or a related field. Hands-on
experience with high-availability application environments on Windows and/or Linux platforms.
Experience with Microsoft SQL Server, including SQL querying and basic data analysis.
Experience using troubleshooting and tracing tools (e.g., SQL Profiler, ProcMon, or similar). Familiarity with monitoring tools (e.g., Zabbix or equivalent solutions).
Experience with file-based integrations (e.g., FTP) and messaging systems (e.g., MQ).
Ability to manage priorities and work effectively under pressure.
Ability to work in rotational shifts, including evenings and weekends.
Completed higher technical education (e.g., degree or diploma in a relevant field). Preferred
Qualifications Knowledge of ITIL processes (e.g., Change Management).
Experience in the aviation or airline industry.
Experience working in customer-facing technical support environments. Demonstrated ability to mentor or support team members. experience match the

In this critical role, you will support Flight Plan Manager, a market‑leading flight operations product used by airlines and operators worldwide.
You will thrive in a customer‑focused, fast‑paced environment where your technical expertise, troubleshooting skills, and clear communication directly impact service quality and customer satisfaction.
Description Provide second-level technical support for the Flight Plan Manager application, including monitoring, operations, maintenance, and deployments.
Contribute to team through coaching, mentorship, and knowledge sharing.
Work onsite in rotational shifts, including late and weekend shifts. Minimum
Strong written and verbal communication skills in English.