Simfoni Overview
Simfoni specializes in sourcing, procurement and supplier management software for indirect material spend. Our solutions approach is grounded in the belief that results come through a combination of intelligent technology, domain expertise and a deep understanding of client business objectives and challenges. Our technology is deployed for major customers in over 40 countries and across 240,000+ suppliers.
Role Responsibilities
We are looking for a dedicated and technically skilled Level 2 Support Professional to handle escalated application issues, provide in-depth troubleshooting, and work closely with Level 1 support, engineers, infrastructure team and other stakeholders. This role requires a strong understanding of IT systems, excellent problem-solving skills, and the ability to work in a fast-paced environment.
This role operates during Eastern Standard Time (EST) business hours.
• Key responsibilities include handling escalated technical issues from Level 1 support, identifying root causes through debugging, addressing configuration-related issues, monitoring system logs and scheduled tasks, and performing data insertions and updates as needed.
• Ensure timely resolution of issues within defined SLAs and escalate to Level 3/Engineering when necessary.
• Assist in deploying patches, updates, and system configurations.
• Train or guide Level-1 staff when necessary and help in root cause analysis for recurring incidents.
• Maintain documentation of standard operating procedures, configurations, and known issues.
Requirements
Qualifications & Experience:
• 2–4 years of experience in Application Support or a similar technical support role.
• Experience with cloud-based database environments (e.g., Postgres, Oracle, Azure SQL Database).
• Knowledge of scripting languages like Python.
• Exposure to DevOps tools and CI/CD pipelines.
Additional requirements and skills:
• Excellent verbal and written communication skills.
• Ability to work independently as well as part of a team.
• Strong organizational skills and attention to detail.
• Ability to manage multiple tasks and priorities in a fast-paced environment.
Above all, we value aptitude and the willingness to learn.
Job Features
| Job Category | Product & Engineering |
| Base Location | India based. This role is 100% remote work from home but may be required to be in a regional Simfoni office from time to time. |
| Service Line | Product & Engineering Team |
| Specialism | Customer Support |
| Benefits | Competitive Salary |
| Travel and working hours | We operate with non-linear working hours to accommodate global time zones of clients and global Simfoni operations, but in line with the Company’s work-life balance objective the Company is committed to ensuring that employees achieve a reasonable balance. |
