Associate - Support Analyst
Skills
About the role
FUNCTIONAL TITLE Support Analyst
Location: Pune
Type: Permanent
Corporate Level: VP/Associate
Job Description
We’re looking for a customer-focused Support Analyst/Site Reliable Engineer to provide technical assistance and issue resolution for our internal users. You’ll act as a first line of support, triaging issues, documenting resolutions, and collaborating with engineering teams to improve system reliability.
Key Responsibilities
Respond to support requests and diagnose issues across applications and services
Escalate complex problems to engineering teams with clear documentation and context
Maintain internal knowledge bases, FAQs, and support documentation
Communicate empathetically and effectively with users, ensuring timely follow-up
Collaborate with developers and QA to identify root causes and improve system stability
Skills & Experience
5+ years in technical support and engineering functions for real-time trading environment
Strong troubleshooting and communication skills
Strong knowledge of Windows/Linux environment and SQL
Knowledge of Open Telemetry, Grafana dashboard
Knowledge of FIX protocol
Familiarity with ticketing systems (e.g. Jira Service Desk, Service-Now)
Familiarity with incident or problem management
Basic understanding of software systems and APIs
Nice to Have
Exposure to Investment Banking / Financial Services organisation
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