Smart Solution Support Engineer

We are seeking a Smart Solution Support Engineer to provide essential technical and operational support for a large-scale digital platform. In this role, you will be the first line of defense, ensuring the seamless adoption, utilization, and performance of smart solutions for our partners and end-users. You will be responsible for troubleshooting complex technical issues, guiding users, and ensuring all activities align with governance and service standards. This position is critical for maintaining platform health, monitoring services, and contributing to the continuous improvement of operational processes. Your expertise will directly enhance system reliability and user satisfaction across our entire digital ecosystem.QualificationsBachelor’s degree in Information Technology, Computer Science, or a related field.Proven experience in technical support or IT operations, preferably for large-scale digital platforms or enterprise applications.Hands‑on ability to diagnose and resolve multi‑layer technical issues across hardware, software, network, and integrated systems.Proficiency with IT Service Management (ITSM) systems such as ServiceNow, Jira Service Desk, or Zendesk.Working knowledge of SQL/MySQL and application log analysis for in-depth troubleshooting and data validation.Experience supporting the onboarding, configuration, deployment, and testing of new solutions and applications.Familiarity with using monitoring tools and dashboards to proactively manage system health and performance.Strong understanding of ITSM principles and best practices; ITIL framework knowledge is a significant advantage.Experience working in an environment governed by Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).Familiarity with analytics and reporting tools like Power BI for visualizing performance metrics.Demonstrated ability to create technical documentation, knowledge base articles, and Standard Operating Procedures (SOPs).Excellent communication skills for effective collaboration with cross‑functional teams and stakeholders.Strong problem‑solving, analytical, and time‑management skills.#J-18808-Ljbffr