Technical Support Analyst – L1 SaaS Operations

About the role

We are seeking an L1 SaaS Technical Support Analyst to join our fast‑paced SaaS Operations team within a global financial technology environment. In this position you will provide first‑line technical assistance, monitor critical operational processes, and ensure service continuity according to defined SLAs.

Key responsibilities

• Respond to infrastructure, internal tools, and technical incidents within SLA targets.
• Provide continuous follow‑up on support cases until full resolution with clear communication.
• Execute technical service requests following predefined operational procedures.
• Monitor critical jobs such as End‑of‑Day and intra‑day processing sequences.
• Escalate and collaborate with technical experts across multiple teams to resolve complex incidents.
• Perform planned infrastructure and operational changes.
• Conduct basic troubleshooting on Linux systems, databases, networking, and internal tools.
• Contribute to the knowledge base by creating and updating reusable solutions and documentation.
• Assist in onboarding, mentoring new team members, and improving training materials.
• Participate in rotating shifts, including night shifts and periodic weekend coverage.

Required profile

• Bachelor’s degree in Computer Science, MIS, IT or a related field.
• Basic knowledge of Linux operating systems and shell scripting.
• Understanding of databases and networking concepts.
• Strong analytical and troubleshooting abilities.
• Excellent verbal and written communication skills.
• Ability to work under pressure in a fast‑moving operational environment.
• Ownership mindset and a drive for continuous learning.
• Willingness to work night shifts and occasional weekends.

Required skills

• Linux
• Shell scripting
• Databases
• Networking