Job Title:
Technical Support – L1/L2 (Application Support + System Administration)
Location:
Hyderabad, India (Work from Office)
Shift: US Shift (Night), Rotational including weekends
Company:
Telebu Communications
Job Summary:
Telebu Communications is hiring three (3) Technical Support Engineers (L1/L2) to join our night shift support team. The ideal candidates will have 2–4 years of experience in application support, with a solid understanding of system administration basics. This is a full-time, office-based role in Hyderabad, involving rotational shifts including weekends, aligned to US hours.
Key Responsibilities:
- Provide L1/L2 support for enterprise applications, ensuring smooth performance and minimal downtime.
- Respond to user queries and technical issues via tickets, calls, or chats within defined SLAs.
- Troubleshoot application-level errors, configuration issues, login/access problems, and usage concerns.
- Monitor system alerts, logs, and performance dashboards to proactively identify issues.
- Perform routine health checks and validation for applications and basic infrastructure.
- Support incident and change management processes; document RCA and resolution steps.
- Coordinate with product, engineering, and DevOps teams for issue escalation and resolution.
- Perform basic server-level troubleshooting, user access control, and patch deployments.
- Maintain internal knowledge base, documentation, and SOPs for recurring support tasks.
- Assist with deployments, updates, and minor configuration changes during off-hours.
Required Skills:
- 2–4 years of experience in application support (L1/L2).
- Good troubleshooting skills for web-based applications and enterprise tools.
- Basic understanding of system administration (Windows/Linux environments).
- Familiarity with ticketing tools (e.g., Jira, Freshdesk, Zendesk).
- Basic networking and DB support knowledge (e.g., ability to run queries, take backups).
- Clear communication skills for effective issue resolution and stakeholder coordination.
- Ability to manage priorities, handle pressure, and work independently during night shifts.
Preferred Skills:
- Experience in production support for SaaS or enterprise software.
- Familiarity with monitoring tools (e.g., Grafana, Nagios, CloudWatch).
- Knowledge of scripting (PowerShell, Bash) is a plus.
- Exposure to cloud environments (AWS, Azure, GCP) is an advantage.
About Telebu:
Established in 2003, Telebu is a 20+ year-old technology driven product based company that helps enterprises build better relationships with their customers and employees using SMS, Chat, Voice & Video products, APIs and SDKs. We were earlier known as SMSCountry Networks until our rebrand to Telebu in 2018. The word Telebu combines Telecommunication and Business. Offices spread across India (HQ in Hyderabad), Manama (Bahrain), Dubai (UAE), Al-Khobar (KSA), Muscat (Oman), Doha (Qatar), USA and Hong Kong.
Shubham Vishwakarma
Full Stack Developer - Averlon
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