Technical Support Analyst 2

Company Overview

Outsourced is a leading ISO certified India & Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1000 talented professionals.

Technical Support Analyst (L2) - Customer Support and Experience Team

Location : Ahmedabad | Bangalore

Shift Timing : 8am IST

About The Role

As a Level 2 Technical Support Analyst, you'll provide advanced technical assistance to customers, resolving complex issues efficiently and ensuring an exceptional support experience. You'll be a vital bridge between our customers and our technical teams, ensuring communication is clear, consistent, and solution-oriented.

Key Responsibilities

Customer Support & Problem Resolution

Communicate clearly and proactively with customers to ensure satisfaction and transparency throughout the issue resolution process.

• Provide multi-channel support via email, chat, phone, and video (Google Meet, Zoom, etc.).
• Diagnose and troubleshoot advanced issues related to software and infrastructure.
• Handle escalations and ensure timely resolution according to SLAs (24 hours for standard issues, 72 hours for complex ones).
• Educate customers on best practices and product features for self-resolution.
• Maintain a high Customer Satisfaction (CSAT) score of 95% or above.

Documentation & Communication

Collaboration & Escalation

Technical Analysis & Solutions

What We're Looking For

What we Offer

Skills Required

Datadog, Python, Grafana, Docker, Sql, Shell Scripting