Technical Support Engineer

Date:  Nov 25, 2023

Mumbai, MH, IN, 400033

Company:  Cimpress India

Job Role: Application Production Support Analyst/Product Support Analyst

Job Location: Mumbai  

Experience: 4+ years  


Skills and Experience:  

  • Must have the ability to diagnose, identify, isolate, and analyse problems using provided knowledge. 
  • Good understanding of SQL.
  • Able to understand the application workflows well (good understanding of applications supporting currently.) 
  • Work with Cross-Functional Teams interface with business group/ vendor for operation & identify automation opportunities in daily operational process. 
  • Understand and follow the laid down policies and processes to ensure stable operation and service continuity of all critical production systems and meet SLA. 
  • Monitoring equipment functioning to ensure system operation according to the specifications & recommend corrective action and monitoring improvements.
  • Monitor running applications using various tools like New Relic, Sentry, Pingdom, Grafana etc. 
  • Incident management – handling ticket assigned to specific application issue, provide short term fixes and work around to allow Business priority to be achieved. 
  • Problem management - Analysis of problem/issue and identification of root cause, follow up for the resolution of issue with Respective teams for permanent & temporary fix. 
  • Maintaining and updating technical documents and procedures. 
  • Excellent customer service & Communication skills. Attention to detail, a proactive approach. 
  • Ability to work under pressure and to tight deadlines. 
  • Ability to learn and master employer-specific software. 
  • Should be able to identify specific issues and assist users to resolve some issues over email or chat.  


Willing to Work in Night & Weekend Shifts on rotational basis. 


Must have skills: 

  • Experience in SQL commands for execution/manipulation of queries. 
  • Understanding of Web technologies HTML, CSS, JavaScript, jQuery etc from support perspective 
  • Understanding of Web application architecture.
  • Working knowledge of web calls, HTTP and API Knowledge 
  • Excellent written and verbal communication skills. Good presentation skills.
  • Experience in Incident Management, Change Management and Problem Management.  
  • Self-motivated, with strong ability to work both independently and with the team. 
  • Strong Analytical skills. 
  • Constant Learning Attitude & Self Doer.
  • Able to work in shifts and flexible hours on request. 



Good to know (Not Mandatory for role): 

  • Clear understanding of ITIL framework. 
  • Oracle database concept and Oracle PLSQL.
  • Knowledge of SolarWinds or Pingdom or New Relic or AppDynamics 
  • Understanding of Jira as ticketing tool 
  • Hands-on in Unix / Linux, SQL, Scripting  
  • Experience with Web API (SOAP, Restful, JSON)   
  • Support experience in e-commerce platform 
  • Knowledge or understanding of database backup procedures, recovery systems, and SQL/Oracle. 
  • Monitoring DB Systems, Logs & Schedulers on timely basis. 
  • Fetching the reports from database on a timely manner for business purposes. 
  • Identify and implement process improvement for production operations and setup monitoring using tools like SolarWinds or Pingdom or New Relic or Canary or scripting in Python.

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