Technical Support Analyst (L1 SaaS)

About the role

We are seeking an L1 SaaS Technical Analyst to join a fast‑paced SaaS Operations team within a global financial technology environment. The role focuses on Level 1 technical support, monitoring critical operational processes, and ensuring service continuity under 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 (EOD) 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.
• Create and update knowledge‑base articles and documentation.
• Assist in developing training materials and onboarding new team members.
• Participate in rotating shifts, including night shifts and periodic weekend coverage.

Required profile

• Bachelor’s degree in Computer Science, MIS, Information Technology, 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‑paced environment.
• Ownership, accountability, and a drive for continuous learning.
• Willingness to work night shifts and occasional weekends.

Required skills

• Linux operating systems
• Shell scripting
• Database fundamentals
• Networking concepts