Sunflower Lab - Support Engineer - Troubleshooting (4-6 yrs)

Position : Support Engineer

Experience : 4-6 Years

Location : Vadodara

Shift Timing : 6:30 PM to 3:30 AM (IST)

Work Mode : Hybrid Candidates are expected to work from the office as required.

Key Responsibility Areas (KRAs) :

- Handle client queries and provide timely resolutions via email, calls, or remote sessions.

- Write and execute SQL queries to extract, analyze, and troubleshoot data-related issues.

- Collaborate with cross-functional teams (Product, Development, QA) to ensure smooth resolution of client-reported bugs or feature requests.

- Perform root cause analysis of recurring issues and proactively identify improvement opportunities.

- Create and maintain technical documentation for internal use and client reference.

- Ensure SLA adherence and maintain high levels of client satisfaction.

- Provide basic coding-level troubleshooting where required and escalate issues when needed.

Required Skills :

- Strong command of SQL and ability to write complex database queries.

- Good understanding of databases and data structures.

- Excellent client communication skills (verbal and written).

- Strong problem-solving and analytical abilities.

- Ability to work independently during night shifts with minimal supervision.

- Experience in support ticketing tools (e.g., Zendesk, Freshdesk, Jira) is a plus.