Big Data Support Engineer
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Role: Big Data Support Engineer
Job Title:Big Data Support Engineer
Location: India
Department:Support
Reportsto:HeadofSupport
We are seeking a Technical Support Agent who will play a critical role in maintaining high customer satisfaction by ensuring timely and effective resolution of client issues. This role is essential for Tookitakis support services catering to both on-premise and cloud-hosted (CaaS)clients. You will work closely with cross-functional teams to manage daily support issues adhere to SLAs and contribute to the continuous improvement of our customer support processes.
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KeyResponsibilities:
ClientSupportManagement
- Handle and triage tickets related to incidents service requests and change requests via the Freshworks platform.
- Provide technical support for Tookitakis CaaS and on-premise clients post implementation ensuring issues are resolved within SLA timelines.
- Maintain ownership of client issues ensuring resolutions align with SLAs and meet client expectations.
CollaborationandEscalation
- Collaborate with Tookitakiʼs Product Engineering and Infrastructure teams to escalate unresolved issues secure workarounds or deliver fixes for P1 to P4 tickets.
- Act as a bridge between Services (onboarding team) and Support ensuring a seamless transition when clients go live.
TechnicalExpertiseandTriage
- Triage technical issues effectively by diagnosing the problem identifying the root cause and determining the appropriate resolution path.
- Develop a deep understanding of Tookitakis product architecture and tech stack AWS Big Data technologies like Hive ElasticSearch Kubernetes etc).
ClientManagementandCommunication
- Build and maintain strong relationships with clients demonstrating excellent communication skills and a customer-first approach.
- Clearlyexplaintechnicalresolutionstonon-technicalstakeholdersensuringtransparencyandtrust.
ContinuousImprovementandDocumentation
- MaintainthoroughdocumentationofallsupportticketsincludingactionstakenandlessonslearnedintheFreshworksplatform.
- Proactivelysuggestprocessimprovementstoenhancesupportefficiencyandclientsatisfaction.
RotationalShiftsandAvailability
- Participate in rotational shifts and ensure availability during defined upgrade windows (e.g. second and fourth Saturdays) to support both infra-wide updates and tenant-specific changes.
- Ensure24/7availabilityaspartoftheteamʼssupportstructureforcriticalescalations.
Qualifications&Skills
TechnicalExpertise
- ExperienceusingsupportticketingsystemslikeFreshworksorsimilarplatforms.
- FamiliaritywithAWSinfrastructureandBigDatatechnologiesHiveElasticSearchKubernetesetc).
- Basicknowledgeofnetworkingconceptsandtroubleshootingtoolsisadvantageous.
ClientManagementandCommunication
- FluentinMandarin(spokenandwritten);Cantoneseproficiencyisaplus.
- Exceptionalclientmanagementskillswiththeabilitytohandleescalationscalmlyandprofessionally.
- Proven experience in stakeholder communication with the ability to explain technical solutions to non-technical audiences.
ProblemSolvingandAdaptability
- Stronganalyticalandtroubleshootingskillswithaproactiveapproachtoproblemresolution.
- Ability to handle complex and dynamic scenarios effectively prioritizing tasks based on urgency and impact.
Process Adherence
- UnderstandingofSLAsandexperiencemanagingticketswithindefinedSLAtimelines.
- Commitment to following SOPs and ensuring that support practices align with Tookitakis high standards.
Experience
- 2to4yearsofexperienceintechnicalsupportorarelatedfieldideallywithinthefinancialservicesRegTechorSaaSdomains.
- Hands-onexperiencesupportingon-premiseandcloud-hostedenvironmentsishighlydesirable.
Key attributes to success
- ProductMindset:DevelopadeepunderstandingofTookitakiʼsproductcapabilitiesandalignsupportsolutionsaccordingly.
- Technical Curiosity: Eager to learn and stay updated on Tookitakiʼs tech stack and evolving client needs.
- Ownership:Takeresponsibilityforclientissuesensuringseamlessresolutionsandmaintainingclienttrust.
- Team Collaboration: Work effectively with internal teams (Product Engineering Infrastructure) to deliver high-quality support.
- Adaptability:Thriveinafast-pacedenvironmentwithdynamicchallengesandchangingpriorities.
Required Experience:
IC
Key Skills
About Company
Tookitaki’s FinCense platform combines AI with community‑driven intelligence to deliver real‑time AML, fraud detection, smart screening, and transaction monitoring with 90%+ accuracy—trusted by global banks, fintechs & e‑wallets.
